Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipients. An IVR system (IVRS) accepts a combination of voice telephone input and touch-tone keypad selection and provides the appropriate responses in the form of voice, fax, callback, email and other contact methods.
An IVR assists the user through a series of pre-programmed prompts. These prompts can be pre-recorded or be a combination of pre-recorded and sophisticated computerized speech and can also further direct the caller to a live customer service representative. In some cases, it may be forwarded to a voicemail box or even a message from the customer recorded and emailed to the customer service team.
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