Scope of IVR System

IVR system is the basic part of all computer telephony system which can respond with prerecorded or dynamically generated audio to further direct users on how to proceed. IVR systems deployed in the network, are capable of handling large call volumes.The scope of an IVR application is much more than just giving verbal instructions and collecting the callers' responses to those instructions.

Telephone accessible Database:

This type of system performs operations wherein the user calls and by selecting from an audio menu can either add items to a database (e.g. placing a list of order to an on-line shopping system) or check existing items in the database (e.g. checking the status of the order placed).

Information Servers:

These types of systems can range from simple system that plays pre-recorded messages to a more sophisticated voice mail system. The variants of these systems are :

Simple IVR systems, that after establishing connection - plays an audio menu, accepts caller's response in touch tones or voice command, translates it into a relevant computer query, fetches information from the database, converts the information into voice and then plays it over the phone to the caller.

Sophisticated voice mail system that supports most of all the functionality of the modern email services. The only exception is the use of voice message instead of text.

Front End Systems :

* IVR and voice automation allows callers' queries to be resolved without the need for queueing and incurring the cost of a live agent.
* Offer answers to business queries according to customized script.
* Log calls for later analysis.
* Route the calls to various phone numbers.
* Prompts for a voice mail message to be retrieved later.