IVR (Interactive Voice Response) is an automated system that interacts in real time with users who contact through the phone channel. It enables interaction with a computer via voice or numeric keypad input, using pre-recorded messages, configurable menus, and selection options, without requiring human intervention.
If your organization already has an IVR or a telephony system, it can be integrated with Voice as part of the customer experience.
In this scenario, the IVR acts as the entry point to route or transfer calls to Voice, where the interaction continues through a more natural and automated conversational experience.
Below, you’ll find useful information if you want to connect your IVR with your Voice channel:
- Compatibility with existing infrastructure: Voice can integrate with current telephony systems, as long as the project’s architecture and connectivity allow it.
- Gradual implementation: Voice can be enabled progressively, applying it to specific use cases, lines, or segments.
- Experience continuity: the interaction can start in the IVR and continue in Voice based on the defined routing logic.
- Context transfer: the information shared between systems will depend on the integration, so it is important to define which data will be transferred when routing the call.
- Coexistence with traditional systems: Voice can coexist with existing telephony setups, allowing you to modernize the experience without a full replacement.
- Implementation without IVR: If you don’t have an IVR, you can still implement Voice as part of your telephony strategy, depending on the defined architecture.
Read here about the different ways to connect Voice.
Key concepts:
- SIP (Session Initiation Protocol): a protocol used to establish, maintain, and terminate communication sessions in VoIP environments.
- SIP Trunk: a service that enables voice communication over IP between an organization’s telephony infrastructure and other services.
- IP (Internet Protocol): the foundation of communication in digital networks, used to transmit information between connected systems.
- IVR / URA: a telephony system that allows call routing and provides automated options to users.