IVR

IVR or Interactive Voice Response is a telephony technology where someone uses a touch-tone telephone to interact with a database to acquire information from or enter data into the database. Most people are familiar with IVR applications as these include commonplace IVR applications that allow users to retrieve information such as bank balances, flight schedules, and movie show times from any telephone.

The benefits of using IVR are that IVR technology does not require human interaction over the telephone as the user's interaction with the relevant database is predetermined by what the IVR system will allow the user access to. As such, IVR systems can greatly reduce the amount of time and resources required to provide customers with often simple information. IVR technology enables a wide variety of services to be provided and using IVR results in significant savings of both time and money.

From a customer's point of view, IVR technology means that up-to-date information can be obtained or provided instantly and easily via IVR without having to speak directly to a person. IVR may not be to everyone's tastes - particularly those who still feel the need for some human interaction even for the simplest of tasks, but the fact that the use of IVR technology has become so widespread indicates that the benefits of IVR far outweigh any potential benefits of those organisations where the use of IVR is not commonplace.

IVR technology today is also used by companies gathering information with IVR ensuring telephone surveys can be carried out with a minimum of fuss and also, by using IVR, relevant user information can be provide via the IVR system without the need for lengthy delays before a call is answered.

As technology improves, IVR systems are becoming ever more apparent and with most people living busier and more stressful lives, the time and frustration that IVR can save is undisputable.

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