Glossary

What is IVR (Interactive Voice Response)?

Interactive Voice Response (IVR) is an automated telephony system that interacts with callers through pre-recorded voice menus and keypad or voice input. It routes calls to the appropriate department or provides self-service options without human intervention.

Modern IVR systems support multi-level menus, speech recognition, text-to-speech, callback queuing, and API integrations. Key metrics include containment rate (percentage of calls resolved without an agent), average handle time, and abandonment rate.

InboxCentral supports multi-level IVR with drag-and-drop menu builder, integrated with Tata Tele, Ozonetel, and Airtel telephony providers.

Related InboxCentral feature

Voice & IVR

Related terms

Click-to-Call

A button that initiates a phone call directly from a website or app.

SIP (Session Initiation Protocol)

A signalling protocol for initiating and managing voice and video calls.

SIP Trunking

A service that connects a business phone system to the PSTN via the internet.

See it in action

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