Interactive Voice Response (IVR)

TTEC | Glossary | Interactive Voice Response (IVR)

What is Interactive Voice Response (IVR)?

Interactive voice response or IVR for short hand, is an automated phone system that most consumers have interacted with at some point. The IVR allows incoming collers to access a controlled set of information without having to talk with an agent to find answers to the most common questions or to enable customers to route themselves to an appropriately skilled agent for their need. Callers can help themselves by entering in information through a keypad or by speaking into the phone. Moder IVRs utilize machine learning, enhanced data, and AI to make this process much more personal and efficient.