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Interactive Voice Response (IVR)

What are interactive voice response (IVR) systems?

Interactive Voice Response (IVR) systems allows callers to interact with your communications system over the telephone. IVR is used to enable the caller to retrieve information from a database, enter information into a database, or both. IVR systems allow you to efficiently exchange information, reducing clerical processing.

How It Works?

An IVR system talks to callers following a recorded script. It prompts a response the caller to respond either verbally or by pressing a touchtone key, and supplies the caller with information based on responses made.

What are important features of IVR systems?

  1. IVR system should store responses made by callers.
  2. Should be able to provide different responses to callers based on time of day called.
  3. Should be able to capture either touch-tone or voice responses by callers.


Common uses of IVR?

Automated Attendant: A specialized form of an Interactive Voice Response system. An IVR connected to a PBX. When a call comes in, this device answers it, and says something like: "Thanks for calling the ABC company. If you know the extension number you'd like, push button that extension now and you'll be transferred.

If you don't know it, push-button "0" (zero) and the live operator will come on. Or wait a few seconds and the call operator will come on anyway." Sometimes the automated attendant might give you other options -- like "dial 3" for a directory. Automated attendants are sometimes connected also to voice mail systems ("I'm not here. Leave a message for me."). Some people react well to automated attendants. Others don't.

Electronic Voice Mail:
A system which stores messages spoken by a user usually over a telephone, which can be retrieved by the intended recipient when that person next calls into the system. Also called Voice Mail, it operates just like a touch-tone controlled answering machine.

Types of Vendors?

Vendors can be categorized into three types:

  1. Manufacturers - companies that manufacture IVR equipment and sell IVR software to complement the hardware.
  2. Resellers - companies that sell the IVR equipment and software developed by manufacturers and software vendors. The focus of these companies is in providing customized solutions and support that may not be available from the manufacuters.
  3. Specialized Software vendors - these companies focus on developing IVR software solutions.


Active Call Center (http://www.activecallcenter.com)
Active Call Center is scalable voice telephony software for Windows and voice modems or telephony cards. Performs call management that can be fully integrated with existing software, data, and networks. Includes speech recognition, touch tone recognition, and text-to-speech generation to interact with callers. The software can be fully customized with the use of VB Script and supports Caller ID.

Advantone Inc. (http://www.advantone.com)
Use our cloud-based Interactive Voice Response with speech recognition and build your own state of the art applications. We also offer a variety of modules that you combine to create your custom application: survey and polls, customer service, dealer locator, gotv, etc.

Angel - IVR and Call Center Solutions (http://www.angel.com/)
Angel.com is a provider of industry-leading IVR and call center solutions delivered via state-of-the-art Software-as-a-Service (SaaS) platform. Angel.com solutions put the caller firstSM with every call, enabling callers to get the information they need quickly and helping business of all kinds realize improved service levels and optimize business efficiency.

ASA Solutions (http://www.asasolutions.com/)
Raising the bar with targeted IVR, consulting, project management and support solutions

CallFire (https://www.callfire.com/product/interactive-voice-response)
CallFire's hosted IVR solution allows you to create phone trees as simple or as advanced as you want. Just record your messages - or choose the text-to-speech option - and build anything from an automated outbound survey to an auto-attendant that routes calls to your office. You can even attach your IVR to a CallFire toll-free or local number. With CallFire's IVR solution, there are unlimited possibilities.

Cisco Unified IP Interactive Voice Response (http://www.cisco.com/en/US/products/sw/custcosw/ps3651/index.html)
Cisco Unified Communications is a comprehensive system of powerful, enterprise-class solutions-including IP telephony, unified communications, IP video and audio conferencing, and contact center. Cisco Unified Communications can increase your organization's competitive advantage and deliver measurable return on investment (ROI) by improving efficiency, boosting productivity, and enhancing customer loyalty.

Connect First Inc. (http://www.ConnectFirst.com/)
Connect First offers substantial call center software solutions and specialize in delivering low cost IVR solutions to meet any call center metrics or other contact center technology needs you have.

Custom-IVR.com (http://www.custom-ivr.com/interactive-voice-response-solutions.htm)
Interactive voice response technology features our award winning IVR (Interactive Voice Response) software and phone systems. Interactive voice response applications address the specific needs and requirements of callers and organizations needing to provide timely and relevant information.

EasyIVR - IVR Answering Service & Voce Mail Broadcasting (http://www.easyivr.com)
Manage your own 800 number IVR and voice broadcasting phone campaigns online. Register for service and download phone lists and wav files from the internet - monitor results with reporting system.

Gaytes Information Systems Private Ltd (http://www.gaytescorp.com/)
Gaytes Information Systems Private Ltd is providing telecom products, range starts from Call Accounting, Voice Mail, Call Center Solutions, unified communication, Dialer, Predictive Dialer, Progressive Dialer, Auto Dialer, Preview Dialer, Voice Loggers, Voice Logger, FAX Servers, SMS Solutions, CTI, IVR, Attendance Management and other CTI Solutions.

ifbyphone - Voice Broadcasting Service (http://public.ifbyphone.com/services/voice-broadcasting)
Leading Interactive Voice Broadcasting & Hosted IVR services from Ifbyphone. Call us at 877.295.5100 or visit http://www.ifbyphone.com.

inContact (http://www.incontact.com/on-demand-call-center-software/ivr-software)
inContact's hosted IVR contains all the benefits of traditional interactive voice response systems, but without the high start up costs commonly associated with IVR. Find out how we can improve your customer service, and your bottom line.

IVR Technology Group (http://www.ivrtechgroup.com/)
IVR Technology Group can provide you with a completely or partially outsourced IVR hosting solution - including phone numbers, phone lines, IVR ports, web/database/application servers, and more for a low monthly fee. This solution provides your company with robust, reliable IVR while avoiding upfront investments in hardware and staffing or training - all while you retain full access and ultimate IVR control

Liberty Communications Services, Inc. (http://www.lcsi.net/)
We use leading-edge technologies encompassing Interactive Voice Response (IVR), Speech Recognition, and Text to Speech to protect revenue streams, increase service, improve company morale, and contain expenditures.

Nexus Techno Solutions (http://www.nexsussolutions.com)
Premier telecommunications and electronic commerce consulting firm .Over the past few years, we have provided research, consulting services and solutions in various areas of software development. We offer telecommunications expertise to our clients in India and overseas.

NomKa IVR System (http://www.nomka.com/ivr.html)
We develop tailored IVR routing solutions that include: priority, advanced and relationship routing.

NowHire.com (http://www.NowHire.com)
ISG's applicant tracking, resume database and hiring management systems streamline and automate your entire workforce procurement and management process, utilizing the Internet, IVR (phone) and/or Employment Kiosks for corporate and hourly recruitment.

Message Technologies, Inc (http://www.messagetech.com)
Message Technologies, Inc. (MTI) is an industry leading provider of standards-based interactive voice response (IVR) technologies and full-service IVR hosting. MTI's hosted IVR service helps increase revenue, improve customer satisfaction, and lower costs using VoiceXML compliant IVR solutions and best-of-breed hosting solutions.

Parwan Electronics Corp (http://www.voicesaver.com/insight_ivr.php)
Specializing in Voice Processing Solutions, has quickly become one of the industry's leading software development companies.

Plum Voice (http://www.plumvoice.com/)
Plum delivers Interactive Voice Response software, systems, and expertise that companies of all sizes rely on to simplify their global communications and improve their customers' self-service experience.

Pronexus (http://www.pronexus.com)
Pronexus specializes in voice application and Interactive Voice Response (IVR) development tools. Pronexus VBVoice™ is the most comprehensive and flexible IVR toolkit for your IVR application development and computer telephony solutions with its award-winning GUI and seamless integration with Microsoft® Visual Studio®

SmartAction IVR (http://www.smartaction.com)
SmartAction IVRs are powered by artificial intelligence and custom automated call apps enable integration with any call center customer database, web site or service, PBX and support software.

Syntellect, Inc. (http://www.syntellect.com/)
We combine advanced interactive voice response, predictive dialer, Internet and CTI technology with a comprehensive service bureau to let you and your customers communicate -- anytime, anywhere, anyway.

TeleSage (http://www.telesage.com)
"SmartQuest" allows persons with no programming knowledge to create their own IVR systems for the lowest cost in the industry. Developed in cooperation with several government agencies, SmartQuest will revolutionize the ease of use and cost of ownershipof IVR.

TeleVoice, Inc. (http://www.televoice.net/)
TeleVoice has been delivering Voice Response systems since 1986. Directly and through our resellers.

Tele-Works, Inc. (http://summation360.com/solutions/ivr-interactive-voice-response)
Provides effective solutions for improving communication between local government agencies and their customers.

Ultra Communications - IVR and Contact Centre Solutions (http://www.ultraasp.net/Products_and_Services/Interactive_Voice_Response.aspx)
The leading provider of Pay-as-you-talk Network Contact Centre Solutions, offering clients unique 24/7/365 UK support. Services include Inbound/IVR/ACD, Predictive dialling, CTI, Call Recording & unlimited MI & managers tools.

Unanet Technologies - PSA Solutions (http://www.unanet.com)
Provides web based professional services automation software for project management, time and expense tracking, resource planning and project collaboration (including an IVR module for Time reporting).

Vestec Inc. (http://www.vestec.com)
Powered by Artificial Intelligence, Vestec's speech recognition solutions have proven to be more accurate, versatile and affordable. visit us at www.vestec.com

Voice Broadcasting Pros (http://www.voicebroadcastingpros.com)
Voice Broadcasting Pros allows you to coordinate an effective outbound voice broadcast campaign with an enormous call capacity while tying into an IVR system.

Voice Data Solutions (http://voicedatasol.com)
(VDS) specializes in the development and remarketing of custom-designed Computer Telephony Integration (CTI) and Interactive Voice Response (IVR) products, process automation and re-engineering, and Year 2000 (Y2K) database issues.

VoiceShot Voice Broadcast (http://www.voiceshot.com/public/outboundcalls.asp)
VoiceShot Outbound voice broadcast and voice mail broadcast allows you to instantly send hundreds or even thousands of interactive phone calls while managing the entire process right from the Web.

Voxeo Corporation (http://www.voxeo.com/)
Voxeo helps enterprises improve service and lower costs by automating and connecting their most common phone calls with our Interactive Voice Response (IVR) or Voice over IP (VoIP) solutions.

Wessan Interactive (http://www.wessan.com)
Wessan Interactive is a leading provider of Interactive Voice Response (IVR) and web-related services for some of the most recognized companies in the nation. Our cost-effective, customized solutions are quickly implemented to generate immediate results and improve the market share of your business.