IVR (Interactive Voice Response) is a technology that allows a computer to detect dual-tone multi-frequency signaling (DTMF) keypad inputs as well as human speech recognition. Popular applications include telecommunications efforts for business, in particular in the realms of customer service and technical support. IVR allows customers to access a company’s database via a telephone keypad or by speech recognition, after which they can either route their own calls to the appropriate service agent or even fully service their own inquiries by following the instructions.

IVR systems are popular with large organizations for serving high call volumes, for reducing service costs and for improving the quality of the customer experience. IVR systems are often used for routine tasks, such as flight status updates, prescription orders and telephone banking. Companies can benefit from IVR implementation by using a self-service model to service customers 24 hours a day, long past the typical workday hours, at minimal cost compared to live agent staffing.

Functionality of IVR systems include:

• Caller identification. Identify callers by name, phone number, zip code or other identifying pieces of information.
• Issue identification. Identify the reason for calling.
• Call routing. Route the caller to the appropriate department, service professional or self-service options.
• CTI. Computer-Telephony Integration enables the IVR system to look up the caller line identification on a network database, identify the caller and provide a screen pop to the agent before the caller is transferred.
• Caller triage. High volume call management tools allow the IVR to automatically prioritize certain callers based on predetermined criteria  and move prime customers to the front of the queue.
• Customer satisfaction surveys. An IVR system can also easily deliver standard or custom customer satisfaction surveys for callers to self-select into.
• Call Recording. Optionally, many IVR providers also provide call recording for quality assurance purposes.