Intelligent Voice Response System - or IVR
Interactive Voice Response is a telephone-automated voice information system. It allows interactive handling of callers, while providing a self-service and quick access channel to information or services for users. It manifests itself in a message that is listened to when a call is established. It is pre-recorded in such a way as to allow callers to select one of the menu options in DTMF tone variant or by means of speech recognition.
Areas of application
The system is used to handle a large number of telephone calls and is therefore most commonly found in so-called call centres. It is also sometimes used in:
- telephone banking,
- telemarketing,
- private clinics (medical, dental, cosmetic),
- hotel reservations,
- handling loyalty programmes,
- voting in television entertainment programmes,
- customer service by mobile phone operators,
and many other areas.
The intelligent verbal announcement system is primarily used for data verification and collection, presentation of information, electronic booking.