IVR FAQ

To make life easier for first time visitor to this blog and for the people who have heard IVRS first time, here are few FAQ (Frequently Asked Questions) about IVR System.

1. What is IVRS ?
It is a Telecom Application which stores large pre-recorded message that supplies information as required or desired by any organisation.
It can also take input from caller/user in terms of DTMF, Voice Command. IVR has many application and is used almost in all industries. For more click here.

2. What is the purpose of this site ?
This site aims to provide information about IVRS (Interactive Response System), its utility in industries, IVR Companies, IVR Software, IVR Hardware, CTI Cards, Specialised IVR Application, latest IVR trends.

3. Is it a PC Based Application ? Does it use any special hardware ?
Yes, it is a PC based Application. Normally Server Class PCs are used as it has to operate round the clock. It uses special hardware call CTI boards, commonly known as CTI Cards.

4. How does it work ?

Hmm, difficult to explain in a FAQ! Here is the quick explanation! When a caller dials the IVR number, the CTI card handles the telecom signaling, call connection part. IVR Application receives the call, play WAV files, detect DTMF digits or speech recognition, retrieves information as per the DTMF or Speech Command and play the required wav files as per the information.

5. Can it replace a Telephone Operator ?

My Answer is YES. It can actually replace a telephone operator and it can do much more than that. But using IVR may not be easy for first time users as well as people used to Telephone Operators. So it is recommended that the designing of menu for the IVRS should follow usability guidelines.

6. Are are different kinds of IVR Systems ?

Yes. IVR can be divided into many types;
Inbound IVR : Users call the IVR number, so it is called inbound IVR.
Outbound IVR : IVR calls out to the users, so it is call outbound IVR.
OnPremise IVR : IVR system which is installed on the premise to be used exclusively by the company. It was only kind of IV before.
Hosted IVR : With advent of web based applications as well as internet penetetration, it is now possible to host IVR system at remotely. So it is called hosted IVR system.

7. What is Cloud Telephony ?
Hosted IVR or IVR Hosting service where user can design, deploy their own IVR or Telephony Applications themselves is Cloud Telephony! It main benefits include developing Telephony applications using high level languages, fast development, no initial investment and pay per usage! For more, check here Cloud Telephony.

Last Update : 6th May 2009.
Last Update : 3rd February 2010
Last Update : 27th Jan 2012