What Is IVR?

The following is a definition for the term IVR from Wikipedia:

• "In telephony, interactive voice response, or IVR, is a phone technology that allows a computer to detect voice and touch tones using a normal phone call. The IVR system can respond with pre-recorded or dynamically generated audio to further direct callers on how to proceed. IVR systems can be used to control almost any function where the interface can be broken down into a series of simple menu choices. Once constructed IVR systems generally scale well to handle large call volumes."

Computer Telephony Component

IVR is an automated computer telephony integration CTI system which allows providers to create complex menus which the caller can navigate by using touch-tone keypresses or via spoken commands. IVR systems can be used as a Voice portal to access remote information such as bus scheduling where the caller can select the route for which they require information, or for billing or customer service systems which allow the caller to enter information such as their account number or credit card details without the need for operator assistance.

IVR and ACD Integration

IVR solutions are often integrated with an ACD, which routes incoming phone calls to agent work groups. This integration can be both a front end and back operation.

• Most typically, an ACD system can route callers to an IVR program based upon DNIS or other parameters such as time of day or day of the week.
• A smart IVR can transfer callers back to an ACD system to route the call to the next available agent within an agent hunt group.

One important task of an integrated IVR and ACD is to display Screen Pop information from the caller on the agent's workstation so that the agent has caller information readily available without the need to prompt the caller again.

Outbound IVR

IVR applications are typically associated with inbound calling programs. However, IVR technology can be applied to outbound calling campaigns and are most commonly refered to as Outbound IVR or Voice Broadcasting with touchphone response.

Sample IVR script language

(ivr)


exten => s,1,Answer()
exten => s,n,Set(TRIES=0)
exten => s,n,Wait(1)
exten => s,n(playback),Background(ivr)
exten => s,n,WaitExten(5)

exten => 1,1,Goto(default,101,1)
exten => 2,1,Goto(default,102,1)
exten => 5,1,Queue(quieu2)
exten => 6,1,Queue(queue6)

exten => h,1,NoOp(Shucks, they hung up!)

exten => t,1,Playback(im-sorry)
exten => t,n,Set(TRIES=$${TRIES} + 1)
exten => t,n,GoToIf($${TRIES} > 2?disconnect)
exten => t,n,GoTo(s,playback)
exten => t,n(disconnect),Hangup()

exten => i,1,Playback(im-sorry)
exten => i,n,Set(TRIES=$${TRIES} + 1)
exten => i,n,GoToIf($${TRIES} > 2?disconnect)
exten => i,n,GoTo(s,playback)
exten => i,n(disconnect),Hangup()

See Also

IVR Information

• Examples of IVR reports and IVR Applications from Database Systems Corp. (Interactive Voice Response).
• IVR System Simulation Model - estimates resources required for an inbound calling campaign.

IVR Applications

• DSC Phone Surveys - IVR phone survey applications and development tools
• IVR Applications - Lists a variety of DSC IVR phone applications and clients

Commercial IVR Vendors

• Custom IVR Programming provided over here.
• Full Featured IVR: Fully Customizable IVR system, with lots of features and built to customer specific retirements.
• IVR Technology Group An ASP IVR Hosted Solution page
• Contaque offers IVR & ACD with VoIP based Predictive dialer IVR info.
• Angel.com The leading provider of Hosted IVRand Call Center solutions
• IVR Software from EasyIVR: provides IVR development and IVR hosting services
• Professional asterisk based custom IVR solution provider Asterisk Based IVR Solution Provider
• Voxeo's What is IVR? page
• Intellistream Voice and Video IVR solutions
• Parus Interactive IVR Solutions
• VoiceXML standard markup language for IVR / speech applications
• CCXML standard markup language for IVR / call control applications
• PATLive Live and Automated Telephone Answering Services
• Call Center Tech - IVR Systems, IVR Software and Voice broadcasting
• Database Systems Corp IVR - IVR Solutions, IVR Systems and IVR Software API Manual
• Pronexus IVR http://www.pronexus.com/applications/ivr.asp
• IVM Answering Attendant IVR Server for Sip VoIP on Windows
• Community Reassurance with Outbound VoiceXML IVR and Children Calling Program
• VXML 2.1 + GUI Tools IEC - SIP/2.0+VXML 2.1 Inexpensive IVR Platform with Conferencing, MRCP ASR/TTS Client/Server, Linux/Windows, Call Analysis, Bulk Call Generator, more ... Free Trial Download.
• UCN UCN Inc is a innovative provider of Hosted IVRand Workforce Management Software, all hosted over its nationwide VoIP network.
• Centcom Predictive Dialer CCDS is a provider of Hosted IVRand Hosted Predictive Dialer.