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Collaboration, Voice & AV · Foundational

Interactive Voice Response (IVR)

An automated phone system that interacts with callers through recorded prompts, touch-tone input and speech recognition.

Definition

IVRs gather information, provide self-service such as account balances, authenticate callers and route them to the right queue. Modern IVRs use natural language speech recognition and AI virtual agents. In Cisco environments IVR scripts run on UCCX, Customer Voice Portal or Webex Contact Center flows.

Example

An IVR asks for an account number, looks it up in a CRM, and routes VIP customers to a priority queue.

Exam tip

IVR self-service reduces agent load; CTI passes the collected data to the agent desktop.

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