IVR

Interactive Voice Response (IVR) is a telephony technology that allows callers to interact with an automated system using voice commands or DTMF keypad input. IVR systems typically greet callers with pre-recorded prompts and route them to the appropriate department, agent, or self-service option.

In VoIP environments, IVR works closely with ACD to efficiently route and queue calls. Cloud-based IVR can be updated in real time, making it easy for service providers to customize call flows for their business customers.