What is IVR?

An Interactive Voice Response (IVR) System automates the handling of calls by interacting with one or more online databases or host system. Popular IVR applications include bank-by-phone, surveys, flight-scheduling information and automated order entry and tracking.

What is common in each of these examples is that a caller's touch-tone or spoken requests are answered with spoken information derived from data that is extracted from a "live" database. As such, a significant percentage of installed IVR systems are used to front-end call centers in an attempt to offload as many calls as possible away from costly live-agent handling.

The main benefit to an IVR system is that it eliminates the need for agents to answer repetitive questions. An IVR system does not replace live agents, but it frees them from having to handle simple repetitive calls. An IVR system also does not take breaks, lunch or call in sick. It allows callers to get the information they need 24 hours a day, seven days a week.