Information Technology

Gartner Glossary

IVR (Interactive Voice Response)

A voice/call-processing option for improving call center functionality and integration. It enables callers to have more flexibility to access information or leave messages. Use of this option can “offload” call volume from agents to the IVR or improve load balancing by having agents handle recorded messages during slow periods. A slowly growing number of IVR developers are now using speech recognition in their applications.

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