| IVR (interactive voice response) is a | | | | make use of IVR systems. In these cases, the |
| telephony technology that allows users to | | | | system places outgoing calls. A recorded |
| interact with a database through phone keypad | | | | voice asks questions and requests simple |
| or voice commands. IVR automated systems save | | | | answers, like "yes," "no," or "undecided." |
| businesses money and employee resources, | | | | The IVR system might have limited to |
| while making routine services and inquiries | | | | extensive built-in voice recognition, |
| available to the public 24 hours a day. | | | | depending on the requirements of the |
| | | | application. Answers might also be directed |
| Most of us use IVR systems daily to do things | | | | through the phone's keypad. Press 1 for yes |
| like check bank balances, manage credit | | | | and 2 for no, for example. IVR automation |
| cards, check for store hours or locations, or | | | | makes it possible to reach far more people |
| order prescription medicine. Human | | | | than through actually manning phones. |
| interaction is not required because the IVR | | | | |
| system only allows limited access to the | | | | Commonly, IVR systems are installed in-house, |
| database, though an option might exist to be | | | | however, there are also "outsourced solution |
| switched to a live operator during business | | | | providers," or OSPs. These IVR providers |
| hours. IVR systems are also used to report | | | | maintain the system on their own premises, |
| non-emergency problems to cable or utility | | | | integrating it through the client's network. |
| services, and to schedule appointments with | | | | OSP solutions have advantages and |
| government or state offices; for example, the | | | | disadvantages. Obvious advantages include |
| Department Of Motor Vehicles. Integrating | | | | avoiding installation of a new IVR |
| text-to-speech (TTS) functionality, IVR | | | | infrastructure, and an IVR-savvy staff to |
| systems can deliver dynamic information as | | | | maintain the system. Disadvantages may |
| well, such as weather, news, traffic or stock | | | | include a feature-set or template that might |
| reports. | | | | not fit your business model as well as you'd |
| | | | like, and surrendered control over critical |
| Campaigns, pollsters and survey takers also | | | | functions deferred to the IVR system. |