This is my first attempt at blogging. So I thought of writing on a technical topic IVR technology in which I have work experience of a few years.
IVR stands for Interactive Voice Response. This system is usually used by businesses to accommodate expanding caller volume.This is automated phone call interaction which helps the caller to get general and specific information and also processes certain details. It allows the call to connect to the customer representative with the help of a call routing feature.
You might be using this system a lot many times more than you would realize. For example , the call you make to your utility services to make a payment is likely be handled by the IVR system.
Outgoing calls also can be made to specific numbers individually or in groups to send some alerts or some information.
The Interactions could be just DTMF (Dual-tone Multi-Frequency signaling ) input based or might also include voice inputs from the caller. In DTMF only input mode caller explicitly uses touch tone keys on the phone to select the options on the menu. In voice based the caller can speak to make interactions. In most advanced IVR systems it feels much more like human interaction where Natural Language Softwares are used.