Interactive voice responses (IVR) is a system that allows customers to interact with a computer by either voice or “touch” tones generated via keypad input. IVR systems are often accompanied by prerecorded audio to direct customers through their “menus”.
A company or organization can choose to purchase all of this hardware and software and run it in-house, or it can subscribe to an IVR-hosting service. A hosting service charges a monthly fee to use its servers and IVR software. The hosting service helps the organization customize an IVR system that best fits its needs and provides technical support should anything go wrong.
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