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IVR

What Is IVR?

The following is a definition for the term IVR from Wikipedia:

  • "In telephony, interactive voice response, or IVR, is a phone technology that allows a computer to detect voice and touch tones using a normal phone call. The IVR system can respond with pre-recorded or dynamically generated audio to further direct callers on how to proceed. IVR systems can be used to control almost any function where the interface can be broken down into a series of simple menu choices. Once constructed IVR systems generally scale well to handle large call volumes."

IVR is not necessarily related to VOIP, however, a VOIP IVR is. Most VOIP IVR systems or software support SIP based VOIP, but Skype IVR also support non-standard based Skype service.

Computer Telephony Component

IVR is an automated computer telephony integration CTI system which allows providers to create complex menus which the caller can navigate by using touch-tone keypresses or via spoken commands. IVR systems can be used as a Voice portal to access remote information such as bus scheduling where the caller can select the route for which they require information, or for billing or customer service systems which allow the caller to enter information such as their account number or credit card details without the need for operator assistance.

IVR and ACD Integration

IVR solutions are often integrated with an ACD, which routes incoming phone calls to agent work groups. This integration can be both a front end and back operation.

  • Most typically, an ACD system can route callers to an IVR program based upon DNIS or other parameters such as time of day or day of the week.
  • A smart IVR can transfer callers back to an ACD system to route the call to the next available agent within an agent hunt group.

One important task of an integrated IVR and ACD is to display Screen Pop information from the caller on the agent's workstation so that the agent has caller information readily available without the need to prompt the caller again.

IVR and Voice Broadcasting

IVR applications are typically associated with inbound calling programs. However, IVR technology can be applied to outbound calling campaigns and are most commonly used with Voice Broadcasting and touchphone responses. Examples of the application of this technology include the option to speak with an operator, opt out of a calling campaign, or taking an outbound survey.

Graphical Design Tool for IVR Applications

Recent IVR systems usually use high level scripting languages such as VoiceXML, an open standard for interactive voice response systems. For most users who lack technical training, developing an IVR system using scripting language, even high level language, are not feasible. The good news is there are design tools that are based on graphical user interface for the techies and none-techies alike. By using a GUI tool, a user can simply drag-and-drop components and create and deploy an IVR system in minutes. The whole design is a call flow diagram, much like a voicemail system user manual.

See Also (Vendor Information)

IVR Information

  • CCXML standard markup language for IVR / call control applications
  • IVR System Simulation Model - estimates resources required for an inbound calling campaign.
  • IVRS World - Blog about IVR IVR
  • Acclaim Telecom Services Inc. Speech Solutions IVR Blog
  • VoiceXML standard markup language for IVR / speech applications

IVR Applications

  • DSC Phone Surveys - IVR phone survey applications and development tools
  • IVR Applications - Lists a variety of DSC IVR phone applications and clients
  • IVR Applications from Invox include Payment over phone, surveys, CRM (Saleforce, Zoho) lead capture, CRM by phone, Google Analytics integration, database integration, REST integration, Store locator, Geographical Routing, Automated Scheduling, Reminders, IM alerts, Skype IVR and others. Supports numbers from 40 countries. Won Best of Show at IT Expo
  • IVR blog about ivr usage and applications
  • IVR dial plan example, full functional Asterisk dial plan that you can use and modify for your needs
  • VirtualPBX, powerful open source IVR application based on Asterisk.The virtual-pbx application is intended for processing incoming calls and rapid organization IVR menu. also provides an isolated environment (numbered plan, routing calls, institute phones and so forth. ) for multiple users.
  • Plum Voice offers a number of free IVR applications that are accessible via its QuickFuse platform. IVR Surveys can also be created with Plum's FloodLight survey creation tool.
  • PEC Insight IVR provides a easy to use drag and drop IVR Platform designed to be used all over the world for high volume calls. VoIP and TDM Support. Call PEC at 1732-290-1900 for more information.

IVR Development Software

  • Anveo Visual Call Flow Designer from Anveo.com. Web based designer to Drag and Drop your custom IVR. Anveo has many templates to start with. IVR can be assigned to phone numbers from over 48 countries.
  • Custom IVR - complete IVR development software, services, and systems.
  • IVR Designer from Invox - Visual Drag and drop to build your IVR. Call status is shown realtime on the browser. Comes with 50 voice mashups. Supports numbers from 40 countries.
  • www.pronexus.com - VBVoice, a rapid application development (RAD) Interactive Voice Response (IVR) toolkit for telephony and speech inside Microsoft Visual Studio.NET.
  • SafiServer and SafiWorkshop - Centralized Asterisk(and FreeSWITCH)-based call control server with graphical (drag and drop) designer
  • AstrIVR XML based IVR software for Asterisk by Tower Technologies
  • AGIntera ASTERISK IVR Windows-based
  • Voicent IVR Studio offers VoiceXML based graphical design environment.
  • HTK Horizon IVR Studio web-based drag-and-drop IVR service creation and hosting.
  • KooKoo . Cloud based IVR development. Develop IVR applications in the programming language of your choice (Java, PHP etc). Free to try. Phone number provisioning in India.
  • Visual Dialplan for Asterisk, modern visual development platform for IVR and Asterisk dial plan development. Free download.
  • Integration Server - develop database driven IVR (Asterisk dial plan) easily and visually (MS SQL, MySQL, Oracle, Sybase, Postgres etc.)
  • Plum Voice offers free VoiceXML developer accounts for VXML programmers as well as QuickFuse a visual IVR development platform.
  • SmartAction IVR enables IVR integration within customer databases, web site or service, PBX and call agent support software.
  • PEC Insight IVR provides a easy to use drag and drop IVR Platform designed to be used all over the world for high volume calls.
  • IVR For Skype Open Source IVR and DTMF recognition example for Skype many features very easy to quickly test and modify.
  • Cloud CC Cloud CC is the IVR integrated software developed by Spectranet.

Commercial IVR Vendors

Created by: wylie,Last modification on Fri 15 of Jul, 2011 [06:48 UTC] by inextrix


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