How do IVR systems work?

IVR is the abbreviation for Interactive Voice Response systems. Professional businesses use these systems to answer incoming phone calls and to direct clients through the switchboard’s appropriate channels.

How do Interactive Voice Response systems work?

First of all, an IVR system works by connecting a computer to the company’s telephone line. The computer needs IVR software and special hardware called a telephony board or telephony card.

When a client phones the company, the IVR software gives the caller a pre-recorded greeting and then asks the caller to choose an option from a set menu. For example: by pressing the number “one” on the keypad

and outgoing phone calls are routed through the regular Public Switched Telephone Network (PSTN) or over a VoIP network.

  • TCP/IP network: a standard internet network that provide Internet and intranet connectivity.
  • VXML telephony server: a special server that serves as a middle man between the phone – and the internet network.
  • Databases: real-time information that can be accessed by the IVR applications.
  • Web/application server: the home of Interactive Voice Response system software. There might be several different applications for different functions.
  • Are these systems expensive?

    Nope! Plus you have the added bonus of eliminating negative human factors. For example: consultants that don’t show up for work or extra money spent on overtime. IVR systems can operate night and day; through rain or sunshine. It is a reliable investment that will pay for itself in the long run.

    Do you need Interactive Voice Response for your business? Drop us a line at Integrat and we will gladly help you to boost your client relations.



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