IVR integration(integrated voice response) combines automated phone systems with computer software solutions.
The word "integration" is "incorporating / combining into a whole".
With integrated voice response, the idea is to take the technology in an automated voice response system and combine it with a computer markup language like VoiceXML to create a more sophisticated and database friendly telephony application.
Human Resources departments IVR integration to handle some of their more time consuming tasks.
In a large corporation a change in employee benefits can mean hundreds of hours of work for the HR department -- notifying each employee is a tedious, labor-intensive process.
But an integrated IVR system can be programmed to place outbound calls to every employee and notify him or her of the changes to his or her benefits.
The integration part of the system means that it wouldn't just be a pre-recorded outbound message the employee received -- it would also include the ability for interaction and even a possible prompt to be transferred to an actual HR representative.
In Alberta, residents living near sour gas wells need to be notified if there may be an air quality issue.
Integrated IVR with interaction is often used to get the emergency message out quickly. The party receiving the call has to enter a pre-arranged code - ensuring the message was heard and understood .
IVR and Computers - a great combination
An pharmacy IVR system allows customers to retrieve information about the pharmacy's hours. The IVR system also allows the input prescription refill numbers and physicians' names, etc.
A web-based pharmacy refill service could allow customers to input refill information and track its status via the Internet. But an integrated system would allow all of the above through the use of only the telephone.
VoiceXML software makes it possible to navigate through web-based services using only the telephone (no mouse or keyboard needed!).
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