What is IVR?

IVR (Interactive Voice Response) is the automated phone menu system that answers calls and routes them using keypad or voice input — 'press 1 for sales.'

IVR (Interactive Voice Response) is phone-menu technology: automated systems that answer calls, present options (“For billing, press 2”), accept keypad or voice input, and route or self-serve the caller without a human.

IVR vs auto-attendant

An auto-attendant is a simple menu (route to people/departments); an IVR is the deeper version — database lookups, self-service (“check your balance”), conditional routing by caller ID or hours. Every UCaaS platform includes auto-attendants; IVR depth (multi-level menus, API-driven self-service) is what contact center platforms charge for.

Buying context

For most SMBs, the auto-attendant included in UCaaS plans covers the need. If callers must look up account information by phone, or routing rules get complex, that’s CCaaS/IVR-platform territory. Keep menus shallow — every extra level sheds callers.

Related terms:
auto attendantacdvoip

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