Interactive Voice Response (IVR) is a technology that allows a computer to detect voice and dual-tone multi-frequency signaling (DTMF) keypad inputs. In telecommunications, an inbound IVR solution allows customers to access a company's database via a telephone keypad or by speech recognition, after which they can service their own inquiries by following the instructions. An inbound IVR system can be used to control almost any function where the interface can be broken down into a series of simple menu choices.

Sample Inbound IVR Scenarios

1. A customer retrieves a current bank account balance
2. A traveler queries flight departure and arrival times
3. A patients uses the phone to retrieves lab test results
4. An client answers opinion questions using an automated phone survey

Misconceptions

According to Alison Smith (and previously mentioned in this blog) "IVR" seems to be a catch-all term that only applies to a device that automatically transfers a caller to an extension - such an application is actually an Auto Attendant. However, an Auto Attendant *is* a type of inbound IVR.

Future of IVR and Why We Need It

IVR systems increase efficiency by automating routine tasks and providing a cost effective method to determine customer opinion quickly. IVR is a valuable tool to companies large and small because it allows substantial costs savings. IVR technology is continually evolving. Voice self-service is no longer exclusively seen as an automation tool or a cost saving tool - it can now also be considered a means of improving customer service.

Inphonite, LLC develops and markets professional, automated phone messaging systems and interactive computer telephony products that improve the profitability and productivity of a wide range of organizations.

By Michael Harris, Inphonite, LLC