What is IVR (Interactive Voice Response)?
IVR (Interactive Voice Response) is an automated phone menu that lets callers route themselves to the right team or service using keypad presses or voice commands.
IVR (Interactive Voice Response) Explained
IVR (Interactive Voice Response) is the automated "press 1 for sales, press 2 for support" menu that greets callers and routes them to the right destination without a human operator. It plays pre-recorded prompts, collects keypad (DTMF) or voice input, and directs the call to an agent, a team, a queue, or another menu. A well-designed IVR cuts wait times, routes callers to the right place on the first try, and can handle simple tasks like checking business hours. In cloud VoIP, IVR menus are built and edited in software, and calls flow through to reps on browser or mobile apps. Connectoo includes IVR as part of its cloud PBX-style call handling: callers navigate a menu and are routed to reps calling via WebRTC in the browser or through the iOS and Android apps, with numbers in 60+ countries and no SIM-based calling. The differentiator over call-only IVR providers like Exotel, CallHippo, or Dialpad is the built-in CRM: every IVR-routed call is logged with native WhatsApp chats and SMS on one customer timeline, and auto follow-up workflows run across all three channels. Connectoo serves teams of every size, from solo founders to enterprise.
How Connectoo Implements IVR (Interactive Voice Response)
Connectoo includes features directly related to ivr (interactive voice response). Explore these capabilities to see how the concept works in practice within a unified communication CRM.
Related Terms
These glossary terms are closely related to ivr (interactive voice response). Understanding them together gives you a more complete picture of communication CRM concepts.
Call Queue
A call queue holds incoming calls in line and distributes them to available agents in order, so callers wait rather than hit a busy signal when everyone is occupied.
Cloud PBX
A cloud PBX is an internet-hosted phone system that provides business call routing, extensions, and call-handling features without any on-site hardware.
DID (Direct Inward Dialing)
DID (Direct Inward Dialing) is a service that gives a business one or more dedicated phone numbers that route calls directly to specific users, teams, or workflows without an operator.
VoIP
VoIP (Voice over Internet Protocol) is a technology that transmits voice calls over the internet instead of traditional phone lines, letting businesses place and receive calls from a browser or mobile app.
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