Think of this as a voice computer. IVR systems allow individuals to access information in an organization's computer database via the telephone. Also, users can execute certain tasks without the intervention of a customer service representative, such as bank by phone and tracking a package. About 30 to 60% of the routine inbound calls can be automated, maximizing the effectiveness of the staff.

The various recorded or digitized text messages that can be accessed electronically by using a telephone.

An application that allows the calling customer to perform a computerized function, such as retrieving information by pressing keys on the telephone keypad.

Edit / See: IVR

A telecommunications system that uses a prerecorded database of voice messages to present options to a user, typically over telephone lines. User input is retrieved via tone key presses. When used in conjunction with voice mail, for example, these systems typically allow users to store, retrieve, and route messages, as well as interact with an underlying database server, which may allow for automated transactions and data processing.

A term for any telephone-based application that prompts the inbound caller for information using a recorded or synthesized human voice. Most IVR systems do not allow the caller to respond by voice and require the user to respond through a touch-tone keypad. Any telephone system that tells you "Press (or say) 1 for .... and press (or say) 2 for ...." is an IVR system.

Synonym for Voice Response Unit.

Equipment connected to an Automatic Call Distributor that enables callers reaching a call center to choose their own routing, for example "Push 1 for sales or 2 for customer service."

Interactive voice response (IVR) is a voice processing system that allows callers to input unique identifying data, either by pressing certain digits on the touchtone phone or via speech recognition, and the system responds with the requested information. e.g. telephone banking.

IVR is an application that allows a caller to access computer-based information over the phone by using a telephone instead of a computer. For example: “Please enter your account number using the touch-tones on your phone.” The data you request is then “fetched” by the IVR platform from the host computer.

A technology that connects touch-tone phones with a database, enabling users to get or enter information. Back to the top Internet Merchant Account You need a special kind of merchant account to trade online. An Internet Merchant Account (IMA) provides you with the license to accept payments and the mechanism to convert them back into cash in your bank account. Even if you already have a merchant account from your bank for real world trading, you will still need a merchant account for the Internet. The types of credit and debit cards you can accept from shoppers, and the currencies your shoppers can use to buy from you, depend on your choice of Internet merchant account. Back to the top Mail Order/Telephone Order Mail Order/Telephone Order (MOTO) transactions are those carried out by a customer by phone, mail or over the Internet. The customer pays for goods or services by providing their payment details (for example, card type, card number and expiry date) directly to the merchant. Back to the top

In the employment context, a telephone system that allows employ- ees to make changes by touch-tone phone to their payroll and personal data.

A greeting system that lines up inbound calls directly in the appropriate queues. The IVR allows customers to interact with a computer (the ACD) directly through their telephone keypad. A common IVR application is telephone banking.

Data processing / telecommunications technology, which uses a phone line to interface a person to information in a computer. In other words, where a computerized voice reads back information, based on what a person has keyed into a phone.

(IVR) Software that provides a voice interface to a database. It can handle 70‑80 percent of calls relating to the most common queries, leaving agents to handle only the unusual ones.

Systems, also called audiotext, that allow for touch-tone interaction with voice menus to receive voice information over a phone line.

A telephone system that allows employees to make changes by touch-tone phone to their payroll and/or personal data.

A voice processing system that interfaces with a database and gives callers specific data based on unique information they have given it, either by entering certain digits on the touch-tone phone or via speech recognition. Banking by phone is an example of an IVR application.

A telephone answering system using a touch-tone phone or voice-activated prompts to send or receive information. This completely automated system connects callers directly to a database which plays recorded messages relating to the prompt selected.

The system used to acquire information about your account via the telephone.

IVR is used to provide an interactive set of menu options that the caller selects with a phone keypad options for more information. IVR is commonly found in businesses to direct callers to the appropriate department.

A specialized computer that accepts input from either a telephone keypad or the callerâ€(tm)s voice, and on the basis of that input, uses synthesized voice or pre-recorded messages to offer callers choices on how to complete their call.

Interactive Voice Response (IVR) Definition

System used to access a database access application using a telephone. The voice processing acts as a front-end to appropriate databases that reside on general purpose computers. For instance, DTMF (touch tone) input of a Personal Identification Number can be required for access or more unusual and expensive techniques such as voice recognition and voice print matching.

Where an inbound call is answered by a recording which requests the customer to press buttons on the keypad, or speak, in response to a menu of options. The choices selected may instruct the system to search host systems for specific information which is then converted into the spoken word, for example, a bank balance.

A software application, enables users enter data on a telephone keypad or input information by voice. The software can then process the input and route the caller to the appropriate extension. IVR can be used for specific information lookup, call forwarding, polls, and simple order entry transactions.

A voice processing system that interfaces with a database to provide callers with specific information. Callers input their unique identifying data—either by pressing certain digits on the touchtone telephone or via speech recognition—and the system responds with the requested information. Banking by telephone is an example of an IVR application.

A technology where someone uses a touch-tone telephone to interact with a database to acquire information from or enter data into the database. IVR technology does not require human interaction over the telephone as the user's interaction with the database is predetermined by what the IVR system will allow the user access to. For example, banks and credit card companies use IVR systems so that their customers can receive account information instantly and easily without having to speak directly to a person.

A computerized system that allows a person, typically a telephone caller, to select an option from a voice menu and interact with a computer system. Generally, the system plays pre-recorded voice prompts to which the person presses a number on a telephone keypad to select an option or speaks simple answers such as “yes,” “no,” or a number. [Source: 2005 SSP Glossary

See Voice Response Unit.

IVR allows the caller to interact directly with information in a computer database. The caller receives messages or 'prompts' from a synthesised voice and can enter numeric items such as an account number, or use a simple numeric code (Eg 'Press 1 to confirm, 9 to cancel').

The process in which the voice processing system prompts the caller for information which can then be used as a search key to a database. The result of the search is subsequently reported back to the caller. A typical and most common application of IVR is in the banking system. A caller calls the bank's IVR lines, enters an account number, and receives information such as account balance, last check cleared, etc.

A type of computer telephony interface enabling a caller to interface with computer applications via a telephone. The IVR software application prompts users for input, provides menus of options, and provides output from the application in human-understandable speech. The user provides input to the IVR application using the telephone keypad and, occasionally, speech.

The ability to interact or be in conversational mode with a computer. Interactive voice response uses remote touch-tone telephones and a digitized or synthesized voice to "read" the screen to the distant caller.

In telephony, interactive voice response, or IVR, is a computerized system that allows a person, typically a telephone caller, to select options from a voice menu and otherwise interact with the computer phone system. Generally the system plays a pre-recorded voice prompt and the caller presses a number on a telephone keypad to select an option - i.e. "press 1 for yes, press 2 for no". Some IVR systems can also recognize the caller's simple spoken answer such as "yes", "no", or a number as a valid response to the voice prompt.