IVR (Interactive Voice Response)
An automated phone system that routes callers using voice or keypad input.
Definition
Interactive Voice Response (IVR) is an automated telephony system that interacts with callers through pre-recorded voice menus and keypad or voice input. It routes calls to the appropriate department or provides self-service options without human intervention.
In Depth
Modern IVR systems support multi-level menus, speech recognition, text-to-speech, callback queuing, and API integrations. Key metrics include containment rate (percentage of calls resolved without an agent), average handle time, and abandonment rate.
Lodgestory supports multi-level IVR with drag-and-drop menu builder, integrated with Tata Tele, Ozonetel, and Airtel telephony providers.
See it in action
Learn how Lodgestory implements this concept in the Voice & IVR feature.
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Average Speed of Answer (ASA) measures how quickly customer interactions are picked up across channels. This guide explains how Lodgestory’s AI, IVR, and routing tools help businesses lower ASA, boost SLA performance, and improve customer experience.
Smart Call Routing with Lodgestory: Meaning, Methods, and Best Practices for Omnichannel Success
Discover how Lodgestory’s intelligent call routing transforms inbound voice management with AI-driven ACD, IVR, and data-driven logic to enhance efficiency and customer satisfaction.
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Average Time in Queue (ATiQ) measures how long customers wait before an agent responds. Lodgestory helps companies cut ATiQ through unified voice, routing intelligence, and AI‑driven automation, improving both satisfaction and cost efficiency.
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