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1 Personalized IVR in Contact Centers 1. INTRODUCTION Interactive voice response, or IVR, is an automated phone system and software that allows an individual to conduct transactions by phone without the assistance of a live operator. Typically a individual caller will interact with an IVR by making selections from voice menus. The menu selections are made using touch phone keypad entries or by speaking words or phrases into the phone. Interactive Voice Response–Interactive voice response (IVR) is synonymous with voice response unit (VRU). The primary function is to provide customers with the ability to access automated information with in the organization. The system provides directed call vectoring to provide the caller a preference in choosing available products /services. This interaction allows the individual to conduct transactions with the phone system as well as the computer system which is linked with phone. The phone system plays pre- recorded voice prompts and the person typically presses a number on a telephone keypad to select the option associated with the voice prompt . IVRS (interactive voice response systems) use voice recorded prompts and menus to present information to callers. Touch-tone telephone keypad entries are gathered from the caller to collect information and to provide user navigation. Information is delivered to the caller using text to speech or pre-recorded responses. This information can be obtained locally from internal databases or remotely through the internet. Personalizing your call center IVR means giving the IVR system a more human touch, as well as developing the apparent spontaneity and intelligence of the system to increase caller satisfaction. The more you succeed in making the caller feel important, the more effective your IVR system will be. Department of IT, ICET, Muvattupuzha
