Interactive Voice Response – What it is, What it does, Where it’s going
NICE inContact
NOVEMBER 20, 2017
Interactive voice response (IVR) has been a staple of customer service for many years. They are often differentiated by the fact that a voice portal is expected to support automated speech recognition (ASR) and text-to-speech (TTS); IVR may only support dual-tone multi-frequency (DTMF, aka touch-tone®).
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