What is IVR?

IVR stands for Interactive Voice Response and it is a term used to describe a set of technologies used to enable customers to interact via telephone.

This interaction can be inbound or outbound and can be conducted using DTMF (touch tones) or speech recognition. Although it is usually associated with Inbound IVR used for self-service, there are a number of Outbound IVR applications which are used to communicate with customers and improve customer satisfaction. IVR can be deployed on-premise usually connected to a PBX or it can be provided as a service usually called Hosted IVR.

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