Interactive Voice Response (IVR)

Interactive Voice Response (IVR) is an automated telephony system that allows the human caller to interact with the system (back end framework) by voice, or a combination of voice and touch tone (DTMF) commands.

IVR systems provide scalability to contact centers which removes the need for human attendants to answer calls. They enable intelligent, segmented call routing based on the information they gather, allowing for faster call resolution.

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