An automated phone system that routes callers using voice or keypad input.
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.
Lodgestory supports multi-level IVR with drag-and-drop menu builder, integrated with Tata Tele, Ozonetel, and Airtel telephony providers.
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