By CommWeb.com
Oct 3, 2000

An Interactive Voice Response (IVR) System automates the handling of calls by interacting with one or more online databases. Popular IVR applications include bank-by-phone, flight-scheduling information and automated order entry and tracking. What is common in each of these examples is that a caller's touchtone or spoken requests are answered with spoken information derived from data that is extracted from a "live" database. As such, a significant percentage of installed IVR systems are used to front-end call centers in an attempt to offload as many calls as possible away from costly live-agent handling.

more...