// Frequenty Asked Questions //

Interactive Voice IVR

Interactive voice IVR is a technology that automates telephone communications, allowing callers to obtain information such as product details, order statuses, movie show times, and financial information 24 hours a day. An interactive voice IVR is not the same as voicemail, being a two-way exchange of data, whereas voicemail is one-way. The telephony infrastructure can consist of standard analog telephone lines, digital T1 connections, or digital ISDN lines. Since live operators are used only for calls that require personal attention, many companies are adopting interactive voice IVR as a means of reducing the costs of routine phone calls for service, support, inquiry, and sales.

In interactive voice IVR, a computerized system has users select an option from a voice menu that then interfaces with a computer. Typically, there is also an option that allows users to be transferred to a live call center agent. Initially, in order to present information and selections, interactive voice IVR utilized pre-recorded voice prompts to have users press a number on a telephone keypad to select the appropriate menu choice, speak simple answers such as "yes" or "no," or enter in numbers - such as a pin or password. Modern interactive voice IVR solutions also incorporate natural voice recognition technology to allow users to input responses and retrieve information. Other innovations include using text-to-speech translations to provide individualized and dynamic output. Text-to-speech is a fusion of synthetic computer generated and human voiceover speech. Fragments of pre-recorded real voices are put together before being played to the caller.

However, as useful and cost-saving interactive voice IVR systems are for businesses, they have been criticized as being frustrating to use. This isn't a flaw of the innovation, but rather is due to poorly designed menu systems and a perceived lack of personalization. To maximize user satisfaction, an interactive voice IVR should strive to connect callers to their desired service in a prompt and straightforward manner with voice menus that are clear and easy to understand. Additionally, interactive voice IVR systems should incorporate experienced human voices like voiceover talent Janet Ault to imbue their menu prompts with warm and believable greetings.

	"When working under pressure, meeting client deadlines and dealing with different talent from all over the country, it can’t get any easier than working with someone as talented and professional as Janet Ault. When it came to choose our institutional voice for one of our biggest clients, we did not think twice to call Janet to do not just one spot, but an entire multi-year campaign that blew everybody away!" Leon Topiltzin Senior Producer Catalyst FX