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Interactive Voice Response

Interactive voice response (IVR) is a technology that permits a computer system to interact with humans, with DTMF tones input from a connected phone call’s keypad. IVR system is today a basic need for handling large call volumes or filter out calls to be sent to right departments in a contact centre. With TTS (Text to Speech) enabled features, today IVRs can dynamically interact with humans, following inputs from their phone’s keypads. IVRs are largely used to direct calls to right departments, select preferred languages before interacting with a contact centre agent, book orders following a predefined menu.

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