What is an IVR?

Interactive voice response, or IVR, is a technology that allows a computer to detect voice and keypad inputs. IVR technology is used extensively in telecommunications, but is also being introduced into automobile systems for hands free operation. Current deployment in automobiles revolve around Satellite Navigation, audio and mobile phone systems. IVR system can respond with pre-recorded or dynamically generated audio to further direct users on how to proceed. IVR systems can be used to control almost any function where the interface can be broken down into a series of simple menu choices. In telecommunications IVR systems generally scale well to handle large call volumes.

It has become more common in industries that have recently entered the telecom industry to refer to an Automated Attendant as an IVR. This means that when discussing an IVR application, it is important to ensure that the person you are talking to understands the term to mean the same thing as you do. Generally-speaking, those with a traditional telecom background are more likely to refer to an Automated Attendant and IVR as separate things, whereas those from an Emerging Telephony or VoIP background are more likely to use the term IVR to define any kind of telephony menu, even the most basic Automated Attendant.

VoIP IVR

The increased usage of VoIP in voice networks is likely to affect how IVR will be used in voice networks, this is due to the introduction of protocols such as SIP. The introduction of SIP means that point to point communications is no longer restricted to voice calls but can now be extended to multimedia technologies such as video. This will bring a new meaning to automated services as IVR extends its reach to video calls. Many IVR manufacturers are currently working on IVVR (Interactive Voice and Video Response) systems, especially for the mobile phone networks. The use of video will give IVR systems the ability to use graphical and video information to assist the caller.

The introduction of video IVR may allow systems in the future the ability to read emotions and facial expressions. It may be used to identify the caller, using technology such such as Iris scan or other biometric means. Recordings of the caller may be stored to monitor certain transactions, and will be used to reduce identity fraud.

Tags: Networking, SIP, Video, VoIP