Introduction

IVRs, Interactive Voice Response systems, are automated phone systems that can facilitate communication between callers and businesses. If you have ever been able to get through to your bank to check balance after responding to a series of automated prompts, you have used an IVR.

Businesses use IVR systems for a number of purposes, such as:

• Answering a call and prompting menu options for the caller to choose

• Directing the call to an agent, such as sales or support

• Acting as a voicemail or an answering machine

Taking it a step further, IVR systems are heavily in use for services such as:

• Mobile: Pay-as-you-go account funding; registration; and mobile purchases such as ringtones and logos

• Banking: balance, payments, transfers, transaction history, and so on

• Retail and Entertainment: orders, bookings, credit and debit card payments

• Utilities: meter readings

• Travel: ticket booking, flight information, checking in, and so on

• Weather forecasts: water, road, and ice conditions

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