IVR (Interactive Voice Response)

Interactive Voice Response (IVR) is an automated telephony technology that presents callers with a menu, collects their input (via spoken words or keypad presses), and routes them or performs an action based on that input. IVR systems range from simple single-level menus ('Press 1 for billing') to sophisticated multi-level trees with dynamic prompts, database lookups, and natural language processing.

Advanced IVR can do far more than routing: it can confirm appointments, read account balances, collect payment information, verify customer identity, or capture callback numbers — all without involving a live agent. This kind of self-service IVR reduces staffing costs and resolves common inquiries around the clock.

Zonitel's IVR builder uses a visual drag-and-drop interface. You can record prompts directly in the browser or upload pre-recorded audio files, set DTMF options, configure speech recognition triggers, and connect each branch to an extension, queue, voicemail, or external number. Multi-language IVR menus (English/Spanish) are supported natively.