interactive voice response
Interactive Voice Response An IVR system communicates with a user using spoken prompts. The user can control the system using either DTMF or pulse dialled digits, or a restricted set of spoken words ( ASR ).
Links callers with information in databases. This technology allows callers to complete transactions or queries over the phone. Automatic Speech Recognition (ASR) is fast replacing the DTMF method of activating IVR services and is one of the most important recent innovations in telephony-based self-service.
In telephony, interactive voice response, or IVR, is a computerised system that allows a person, typically a telephone caller, to select an option from a voice menu and otherwise interface 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 the option chosen, or speaks simple answers such as "yes", "no", or numbers in answer to the voice prompts.
The latest systems use natural language speech recognition to interpret the questions that the person wants answered.
Other innovations include the ability to speak complex and dynamic information such as an e-mail, news report or weather information using Text-To-Speech (TTS). TTS is computer generated synthesised speech and is no longer the robotic voice people associate with computers. Real voices are used to create the speech in tiny fragments that are glued together before being played to the caller.
IVR systems can be used to create and manage many services including telephone banking, order placement, caller identification and routing, balance inquiry, and airline ticket booking. Voicemail systems are different from IVR systems in that they are a one-way communication tool (the caller leaves a message), whereas IVR systems attempt two-way interaction with the caller. Automatic call distributor (ACD) systems are often the first point of contact when calling many larger businesses, and can be used in place of more expensive IVR systems. IVR systems are generally used at the front end of call centers to identify what service the caller wants and to extract numeric information such as account numbers as well as provide answers to simple questions such as account balances or allow pre-recorded information to be heard.
IVR systems are often criticised as being unhelpful and difficult to use due to poor design and lack of appreciation of the callers' needs. A properly designed IVR system should connect callers to their desired service promptly and with a minimum of fuss. This has led to many people creating IVR cheat sheets.
IVR call flows are created in a variety of ways: while older systems depended upon proprietary programming or scripting languages, modern systems are structured similar to WWW pages, using the VoiceXML or SALT languages. This allows any Web server to act as an application server, freeing the developer to focus on the call flow. Developers then also no longer require specialized programming skills, as any Web developer already has all the tools needed to create an IVR call flow.
List of telephony terms:
3gpp - a-law - abbreviated dialing - adsl - ani - answering machine - apn - automatic ring back - b-channel - baud - bell 202 modem - bit rate - bonding - bri - busy signal - cable modem - call-progress tones - call accounting - call capture - call forwarding - call originator - call park - call pick-up - call transfer - call waiting - call waiting deluxe - called party - caller id - caller id spoofing - calling party - carrier wave - cbr - ccitt - cdma - cdma2000 - cellular repeater - celp - channel - clec - clock rate - codec - collect call - conference - conference call - crc - csd - d-channel - data compression - device driver - dial-up - dial - dial tone - direct-inward-dialing - direct distance dialing - distinctive ring - dnis - dsl - dsp - dtmf - dtr - duplex - echo cancellation - edge - extension - fax - fcc - fdma - fidonet - follow-me - g.711 - g.723.1 - g.723 - g.726 - g.lite - gprs - gps - gsm - h.323 - harmonic - headphones - hscsd - hspda - iad - idsn - internet call waiting - isp - ivr - jack plug - local loop - long distance - microcontroller - mobile phone - modem - modulation - mu-law - music-on-hold - night service - off-hook - on-hook - pabx - pager - payphone - pbx - pcm - pots - prank call - precise tone plan - pstn - pulse dialling - push to talk - ring modulation - ring tone - ringback - ringing signal - rj11 - roaming - serial communications - serial port - signal noise - sim - simplex - sit - sms - softmodem - switchboard operator - tapi - tdma - telecommunications - telemarketing - telephone - telephone call - telephone card - telephone company - telephone exchange - telephone line - telephone number - telephone numbering plan - telephone operator - telephone switchboard - telephony - tts - twisted pair - umts - v.32 - v.32bis - v.34 - v.42bis - vbr - vertical service code - voicemail - voip - vox - wap - wav - wi-fi - wimax - wire
Copyright © 1999-2010 SoftCab Inc. All Rights Reserved