What is Interactive voice response (IVR)?

Interactive voice response (IVR) is an automated system that uses recorded messages to guide callers through interactive menus.

Callers choose from programmed options using touch-tone codes via their phone’s keypad.

Interactive voice response helps users quickly navigate interactive menus using their phone’s keypad.

Callers can receive critical information, perform transactions, or find the right person to assist – without speaking to an agent. You can connect an IVR system to your contact center or omnichannel engagement solution to redirect customers to other low-cost channels, such as chat apps, and introduce other forms of automation, such as chatbots.

A Voice Response Unit (VRU) is more commonly known as an IVR system – the technology primarily used in call centers manages the front end of inbound phone calls. It plays recorded greetings and presents options to the caller.

Depending on the menu selection, callers can be presented with another set of menu options, sent into a queue to talk to an agent, or maybe self-serve.

Two basic types of IVR are inbound and outbound. Inbound IVR handles incoming calls, while outbound IVR makes total or partially automated calls.

IVR is at the forefront of customer experience. If your system does not work as intended, it could worsen your customer relationship, so it is important to do IVR testing.

With IVR testing, you ensure that your self-service applications work as intended and also see the IVR journey from the customer’s perspective to provide the best and most convenient experience for them.