What is Interactive Voice Response (IVR)

Interactive Voice Response (IVR) is a technology for the automation of common or frequently performed telephone transactions. IVR automation involves a computer application interacting with a human through the use of prerecorded voice prompts and dual-tone-multi-frequency (DTMF) tones of the phone keypad. IVR is typically used for service selection, data collection, announcements, and self-service.

Interactive Voice Response (IVR) provides:

  • Automation for phone menus
  • Prerecorded voice prompts
  • Interaction with customers using DTMF tones of a phone keypad
  • Automatic routing of customers based on customer responses

Bright Pattern’s cloud-based, multichannel contact center software, Bright Pattern Contact Center, uses IVR to automate customer interactions and improve contact center services for agents, agent teams, campaigns, customers, and more. The multichannel software enables enterprise companies to communicate using voice calls, email, SMS, social messengers, and video calls and chats, with in-app support. Bright Pattern Contact Center’s tools for routing, reporting, recording, quality management, coaching, and surveys provide meaningful ways to assess agent and team performance, while CRM integrations and cloud APIs allow for smart collaboration with all your cloud-based applications.

Learn more about Bright Pattern Cloud Contact Center Software and Interactive Voice Response (IVR)