An IVR menu is the automated greeting you hear when you call a business (press 1 for sales, press 2 for support). IVR stands for Interactive Voice Response, which means it can respond to your keypad prompts or by speech recognition, but the term IVR is understood as a telephone menu with options for call routing.
Companies use IVR menus to handle incoming calls more efficiently. Each number on the keypad routes the caller differently depending on their selection in the IVR menu greeting. IVR menus generally direct callers to an operator, various departments, and employee extensions.
Think of an IVR menu like a tree of events, or a flowchart. Custom IVR menus can be simple or complex, all depending on the nature of the business. Phone systems can even be programmed to use different IVR menus during different times of the day based on business hours.
In the past, only companies with technical resources and/or a substantial budget could build a custom phone system with IVR menus. Now with the advantages of VoIP systems, it’s easy to set up a custom IVR menu in just a few minutes.
Jennifer is part of the content marketing team at Telzio, providing insight and tips on how Telzio can be used to optimize business communications and customer service.