IVR Technology – It’s the New Thing Again

This article first appeared on the Ontario Systems Blog and is republished here with permission.

If you run a call center, a C2B business, a hospital, a government revenue center, or just want to provide excellent customer service, you need an Interactive Voice Response Unit (IVR). Yes, it is old technology. But in recent years, new functionality has made the IVR the hot new consumer communication tool for ARM, governments and healthcare providers.

The IVR first originated in the 1960’s and revolutionized the telephone industry. Keypad telephones were born from the IVR’s dual-tone, multi-frequency technology. And for almost 30 years, enhancements to the IVR technology beyond its use in keypad phones languished. Then came the 90’s.

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