How IVR Works
How IVR works, is a customer calls on a telephone number, the Voice System answers the call, greets the customer and prompts for instructions via spoken menu. In response to the caller's commands, database information may be retrieved or service requests executed. Responses to the caller are via pre-recorded digitized voice.
At any point of time, the caller may opt to transfer to an operator, request for hard copy of information or confirmation of service via fax. Outgoing calls can also be initiated by the system complete with the capability to detect and retry busy or answered calls.