IVR systems can consist of telephony equipment, software applications, a databaseand a supportinginfrastructure. An organization can run an IVRS in house by purchasing the software and hardware required, or it can opt to go through an IVR hosting service that charges a monthly fee.How interactive voice response works
An IVR application provides prerecorded voice responses for appropriate situations, keypad signal logic, access to relevant data and, potentially, the ability to record voice input for later use. Using computer telephony integration (CTI), IVR systems can hand off a call to a human being who can view data related to the caller on a display.
IVR systems also use dual-tone multi-frequency (DTMF) signals as a line of communication between a phone and a computer. The computer uses a telephony board or card to understand DTMF signals.
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