Glossary

Interactive Voice Response – IVR

What is IVR?

Interactive Voice Response (IVR) is a technology that allows customers to interact with a company’s phone menu using a touch-tone keypad or speech recognition.  

IVR collects the caller’s responses by keypad or voice and routes the call to the most relevant agent or department.  

 

How is IVR used? 

IVR can be used by businesses to improve customer experience and team efficiency and reduce costs. Here are a few examples: 

  • Sales – automate basic sales qualification and cold calls 
  • Customer care – automate answers to basic customer queries 
  • Marketing – run cost-efficient surveys, polls, promotions, and brand awareness campaigns 
  • Operations – automate reservations, appointments, and more 

 

What are the benefits of Sinch’s IVR? 

Sinch offers scalable, easy-to-integrate DTMF-based (Dual Tone Multi-Frequency) and voice IVR with speech recognition. 

Our powerful cloud-based APIs are built to integrate seamlessly with any existing system.  And with our tier-1 network of 600+ direct connections, we ensure the highest call quality and deliverability. 

Sinch’s IVR also has text-to-speech capabilities with multi-language support and allows you to build custom menus. It can also be used as a user verification method to secure application signups and logins. 

Read more

Enhance customer experiences with Voice IVR
Sinch Contact Center IVR functionality
IVR for Developers

Related glossary terms

Omnichannel marketing
Artificial Inflation of Traffic - AIT
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