New: Industry’s First Accent Softening API for Voice Platforms

Contact Center Glossary

IVR (Interactive Voice Response)

What is IVR (Interactive Voice Response)?

IVR (Interactive Voice Response) is an automated telephony system that allows callers to interact with a phone system using voice or keypad inputs. It’s commonly used in call centers to route calls, provide information, or automate common tasks without speaking to a live agent.

How IVR Works

When a customer calls a business, the IVR system greets them with a recorded message and menu options (e.g., ‘Press 1 for billing, 2 for technical support’). The caller responds via touch-tone or voice, and the system either routes the call or provides the requested information.

Types of IVR Systems

Single-Level IVR

Offers a basic menu with one layer of options.

Multi-Level IVR

Includes multiple menu tiers for more complex routing.

Hosted IVR

Cloud-based IVR services managed by third-party providers.

On-Premises IVR

Installed and managed internally by the organization.

Benefits of IVR in Call Centers

– Reduces call wait times by automating simple tasks
– Improves call routing accuracy
– Lowers operational costs
– Enhances 24/7 support availability
– Provides scalable self-service for customers

Best Practices for Designing IVR Menus

– Keep menus short and intuitive
– Offer a ‘speak to agent’ option
– Use natural-sounding voice prompts
– Test menus regularly for usability
– Align menu options with business goals

Use Cases for IVR

– Account balance or order status lookup
– Appointment scheduling or reminders
– Call routing to appropriate department
– Feedback surveys
– Outage or emergency alerts

Related Topics for Further Reading

– Call Routing
– ACD (Automatic Call Distributor)
– Self-Service Support
– VoIP
– Chatbots

Experience the Tomato.ai Noise Cancellation Solution

Request Demo

Schedule a demo of the Tomato.ai noise cancellation solution