Interactive voice response (IVR) is an example of computer-telephone integration (CTI), a technology that communicates through voice and Dual-tone multi-frequency signaling (DTMF) tones input via keypad. IVR allows customers to interact with a company’s host system via a telephone keypad or by speech recognition. It responds with prerecorded or dynamically generated audio to further direct users on how to proceed. IVR applications can be used to control almost any function where the interface can be broken down into a series of simple interactions The use of IVR and voice automation allows callers’ queries to be resolved without the need for queuing and incurring the cost of a live agent.
Companies also use IVR services to extend their business hours to 24×7 operations. The IVRS application is intended to serve the C2G and G2C services within the e-governance domain. Through IVRS based services, status enquiries for a large number of services can be automated and the requisite information is provided to the service seekers. This service can be used to check the status of an order, purchasing ringtones, making credit and debit card payments, travel booking, weather forecast, etc.