What is IVR?

Interactive voice response is a system that manages inbound calls to your contact centre. An IVR integrates closely with your company’s database and can route calls based on information gathered by the caller. Normally this information is numeric and is entered using the caller’s handset.

For example, when calling the bank you are asked to give account number so that your call can be routed to the correct advisor. Another example is entering your membership or customer number.