ABSTRACT
Simply put, interactive voice response (or IVR, as it’s more widely known) is an automated system for collecting information from callers. It’s a customer-oriented front-end for your call center. That is, it’s a computer system that lets callers enter information in response to questions, either through a telephone keypad or the spoken word. The caller then gets some kind of information back from the system through a recorded (and digitized) voice or a synthesized voice. They can also get that information back through a connected fax system, or a website. How the information is delivered is less important than the fact that the customer can arrive, input and review data at any time, even when your center is unstaffed.
