Overview

IVR - short for Interactive Voice Response - is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipient. An IVR system accepts a combination of voice telephone input and touch-tone keypad selection and provides appropriate responses. Most people are familiar with IVR applications. These applications allow users to retrieve information such as bank balances, flight schedules, and movie show times from any telephone.

IVR applications can be further categorized as inbound IVR and outbound IVR. Inbound IVR applications are started after answering incoming calls; while outbound IVR applications are started after initiating outbound calls. Voicent IVR Studio supports both inbound IVR and outbound IVR.

Call Flow Diagram

A typical IVR application is represented as a call flow diagram in IVR Studio. The following figure shows a call flow: