Interactive Voice Response (IVR)

Interactive Voice Response (IVR)

Business Uses for IVR Systems

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IVR, or interactive voice response solutions, allow companies to not only provide answering services but also offer engaging automatic responses for its customers. The modern, open-ended IVR system encourages a number of new industries to experiment with the technology to help save time and reduce costs. This has led to several interesting IVR applications popping up organizations such as the industries below:

Healthcare companies

Healthcare is one of the most promising industries for the future of IVR systems. Think about the vast amount of data that clinics have to gather and you can see how an automatic input and voice recognition service could be an invaluable addition, especially for returning patients who are already on file.

From refills and appointments to claims and billing, all types of health companies can benefit from interactive answering services:

Security services

Security services can use voice recognition, thanks to advanced voice analysis that can confirm identity and allow callers to make key changes in alarm systems or access important data that need to be protected.

Auto companies

Auto companies, especially manufacturers, have begun to equip their cars with more and more IVR features. Those emergency call buttons use the technology to identify customers and send for help no matter where drivers are or what time they call. Of course, auto dealerships can also use the services to recruit prospective buyers and answer basic questions about available models.

Financial Institutions

On the simplest level, banks can use IVR systems to offer clients information about their account balances or specific payments. However, deeper services adopt more advanced models that allow customers to make voice-based account decisions or seek a swift resolution to banking problems.

Grocery Stores

IVR system technology helps grocery stores improve their marketing in several ways. They can help companies automatically call or text to notify customers on their client lists about weekly deals, or notify customers about specific product recalls and similar important details. Department stores can also use automation to answer questions about product availability and purchases.

Real Estate Agents

Real estate agents can use IVR technology to collect information when they are out of the office, which is a high percentage of the time for most on-the-go agents. These systems automatically collect information from clients and allow agents to call back potential clients to generate new offers or represent new properties.


Schools can save time and money by using IVR solutions to automatically contact parents when their children are absent from classes, a useful tool for parents and administrators. Schools can also use the technology to spread a number of other important details on closures, delays, class updates, and general school news.


Governments, particularly local or state governments, may use IVR to spread tax or social program data without taking up the valuable time of government employees. Systems can also be used to collect basic, necessary information from citizens.

Insurance companies

Insurance companies receive numerous phone calls each day. While callers requesting a quote or applying for a policy must speak to a live person, other calls are routine and can be handled by an interactive voice response system, or IVR. Using an IVR for these calls allows anyone operating an insurance agency to better allocate their employees' time to improve customer service.

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