ABSTRACT
Simply put, interactive voice response (or IVR, as it's more widely known) is a customer-oriented front-end for your call center. That is, it's a system that is stuck on the front end of a computer system that lets you enter information from that system either through a telephone keypad, the spoken word. You receive information through the system through a recorded (and digitized) voice or a synthesized voice. (In some cases you may receive information through fax, or even information on a special screen attached to your telephone.)
Whatever you can do with a computer, you can do with IVR. Customers can retrieve virtually any kind of data — from account balances to the weather in chicago to the location of the nearest movie theater.
