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What Is an IVR System?

IVR stands for interactive voice response, which is a technology that lets humans communicate with computers through speech. IVR systems are the mechanisms through which IVR technology works.

In their most basic form, IVR systems work using a phone (with speaker and microphone), a carrier line (phone company circuit), IVR application and database (containing the information callers are trying to access).

In the past, IVRs ran using localized systems developed and sold by vendors on a case-by-case basis for each individual customer, with the systems interfacing directly into customer databases. Some systems still run this way for organizations that prefer a stand-alone onsite system.

Most IVR applications/software today, however, run using VoiceXML—the open-standard markup language of web-based voice applications—as their programming language. VoiceXML works for web voice the same way that HTML works for web pages. Before VoiceXML came out in 2000, IVR applications were proprietary with developers using their own programming languages.

Because VoiceXML is web-based, most of today's IVR systems run using the Internet instead of localized onsite systems. With hosting or software as a service, organizations can purchase access to an IVR system that is hosted by the vendor. They can subscribe to usage plans or even choose a pay-as-you-go option.

Organizations use modern IVR systems for a variety of uses, including customer service, phone surveys, notification and alerts, guided tours, call centers, help desks, automated tellers and timecards. IVR systems automate many repetitive business processes, saving organizations time and money and streamlining both onsite and hosted system effectively.

 

 

About the Author

Charlie Smith is head technical writer at Plum Voice. Founded in 2000, Plum Voice is a company that provides interactive voice response platforms, systems, and hosting services to developers and companies to automate call center and business process over the phone. Products and services include the Plum VoiceXML Platform, Plum IVR Hosting Suite, Plum IVR Server, Plum Professional Services, and QuickFuse.

 

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