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Interactive voice response (IVR) is a technology that allows telephone users to interact with a computer-operated telephone system through the use of voice and DTMF tones input with a keypad. In telephony , IVR allows customers to interact with a company's host system via a telephone keypad or by speech recognition, after which services can be ...
These languages also contain 'hooks' so that external scripts (like VoiceXML) can run on call legs where IVR functionality is required. There was an IETF working group called mediactrl ("media control") that was working on a successor for these scripting systems, which it is hoped will progress to an open and widely adopted standard. [5]
Visual Interactive Voice Response (Visual IVR) is conceptually similar to voice Interactive voice response (IVR). Visual IVR uses web applications to "instantly create an app-like experience for users on smartphones during contact center interactions without the need to download any app." [1] The user interacts with a visual interface by touch or click commands on his mobile or computer screen ...
Voice Finger – software that improves the Windows speech recognition system by adding several extensions to it. The software enables controlling the mouse and the keyboard by only using the voice. It is especially useful for aiding users to overcome disabilities or to heal from computer injuries.
Common uses include movie time listings and stock trading. In telecommunications circles, voice portals may be referred to as interactive voice response (IVR) systems, but this term also includes DTMF services.
In 2002, Genesys parent Alcatel acquired Telera, a Campbell, California-based developer of voice portal and interactive voice response (IVR) systems, and merged the company into Genesys. [14] [15] In April 2006, Genesys acquired VoiceGenie Technologies, a developer of voice self-service software based on VoiceXML. [15]
For interactive voice response (IVR) systems, DNIS is used as routing information for dispatching purposes, to determine which script or service should be activated based on the number that was dialed to reach the IVR platform. In the United States, DNIS is commonly provided for 800- and 900-services. [2]
Call management is the process of designing and implementing inbound telephone call parameters, which govern the routing of these calls through a network. The process is most prominently utilized by corporations and the call centre industry and has its highest effectiveness when call logging software tools are used.
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