Interactive Voice Response, SanIVR Designing, SanIVR Configuration Services. Interactive Voice Response (IVR) is the technology that let you interact with a menu uses a touch-tone telephone. It is very easy to set-up such a menu with SanIVR. In telephony, interactive voice response, or IVR, is a computerized system that allows a person, typically a telephone caller, to select an option from a voice menu and otherwise interface with a computer system.
Short for Interactive Voice Response, a telephony technology in which someone uses a touch-tone telephone to interact with a database to acquire information from or enter data into the database. IVR technology does not require human interaction over the telephone as the user’s interaction with the database is predetermined by what the IVR system will allow the user access to.
Generally, the system plays pre-recorded voice prompts to which the person presses a number on a telephone keypad to select the option chosen, or speaks simple answers such as “yes”, “no”, or numbers in answer to the voice prompts.
SanIVR systems can be used to create and manage many services including telephone banking, order placement, caller identification and routing, balance inquiry, and airline ticket booking.
SanIVR systems attempt two-way interaction with the caller. Automatic call distributor (ACD) systems are often the first point of contact when calling many larger businesses, and can be used in place of more expensive Interactive Voice Response systems.
SanIVR systems are generally used at the front end of call centers to identify what service the caller wants and to extract numeric information such as account numbers as well as provide answers to simple questions such as account balances or allow pre-recorded information to be heard.
For example, banks and credit card companies use Interactive Voice Response System so that their customers can receive up-to-date account information instantly and easily without having to speak directly to a person. IVR technology is also used to gather information, as in the case of telephone surveys in which the user is prompted to answer questions by pushing the numbers on a touch-tone telephone.
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