Ivr full form
IVR full form is interactive voice response. This a computer system which interacts to the humans over call. Ivr saves lots of human efforts. From IVR full form , we can see that its an interactive system, so that it plays sound and collect inputs based on a options chosen by the caller. All communication is real time basis. If mobile user does not provide required inputs on time, IVR disconnect the call.
When user dials a customer care number. First call reaches to the IVR. IVR responds the call and plays the voice menu. Mobile user selects the menu option. The option reaches to the IVR via DTMF digits. IVR may further connects to the operator.
Ivr for call center:
Call center is a very good usage example for IVR. A call canter have many executives for handling the calls from customers. IVR is deployed along with the PBX. Telephone lines connect to IVR from telephone exchange. When someone dials a customer care number. IVR gets activated and take the inputs from caller. Inputs can be caller details e.g phone number etc or options for query e.g balance checks. It saves lots of time for serving a customer and call reaches to suitable call center executive.
Traditional IVR is deployed in call center premises. But with the evolution of VoIP, there are companies providing hosted IVR/PBX. This saves a lot of cost for small companies. With cloud based or hosted IVR, company has to pay for the usage. So initial setup cost is very low and solution is scalable.