Glossary:Interactive voice response (IVR)

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Interactive Voice Response, interactive voice response, IVR
An interactive phone system that can respond to a caller input (voice or keypad) and either complete predetermined services or assist in properly routing the call to the appropriate CSR. An older term for an IVR is voice response unit (VRU). Common vendors include Avaya, Genesys, Syntellect, and Nuance.