What Is an IVR?


Tom Baker at Vonage explains what an IVR is.

What Is an IVR?

Tom Baker (Vonage)

Historically, an IVR was interactive voice response.

It’s a feature within your PBX or your contact centre system that allows you to present a menu to a caller that they can interact with, typically via the keys on their telephone keypad.

You know, everyone’s interacted with these, where you press one for sales, press two for service. The feature has expanded.

It now effectively encompasses all of the technology that allows you to control a caller’s experience throughout a telephone system, from the point that they ring your number, all the way through to the point where they actually speak to a person.

That would be your IVR technology that can be used to control the caller’s experience in its entirety.

And, depending on how you build your IVR and what you’re trying to do with it, you may never actually deliver a call to a person. You may instead serve the entirety of the customer’s requirements from within that menu and that automated experience.

If you are looking for more great video insights from the experts, check these out these videos next:

Author: Tom Baker
Reviewed by: Robyn Coppell

Published On: 4th Jul 2022 - Last modified: 20th Nov 2023
Read more about - Video, , , ,

Follow Us on LinkedIn

Recommended Articles

A cartoon of a happy person in a phone - IVR concept
Call Centre IVRs - How to Review and Improve Your IVR
letters spelling IVR
What Is an IVR and How Can It Benefit the Contact Centre?
The word IVR in speech bubbles
43 Things You Should NOT Do With Your IVR Messages
Interactive Voice Response (IVR) Systems: What to Look Out For