What is the difference between IVR and ACD routing?
IVR (Interactive Voice Response)
IVR (Interactive Voice Response) is a technology that allows users (usually callers) to obtain information from a phone system without the assistance of an operator.
- An IVR program controls the flow of the IVR script by prompting the caller and requesting key input or directing the caller to another ACD call routing path, extension, or voice mail.
- In the process, this IVR program can perform any application function including customer information lookup, transaction processing, etc.
- The IVR can also initiate outbound calls and prompt the called individual with the same messages (and text) and accept phone key input from this individual as well.
- The caller and called an individual can likewise be “connected”.
IVR (Interactive Voice Response) is an innovation that permits clients (typically guests) to get data from a telephone framework without the help of an operator.
- An IVR program controls the stream of the IVR content by inciting the guest and asking for key info or guiding the guest to another ACD call directing the way, augmentation, or phone message.
- All the while, this IVR program can play out any application work including client data query, exchange handling, and so forth.
- The IVR can likewise start outbound calls and provoke the called individual with similar messages (and message) and acknowledge telephone key contribution from this person also.
- The guest and called an individual can in like manner be "associated".
ACD(Automatic Call Distribution)
ACD(Automatic Call Distribution) technology automatically routes calls to phone agents based upon organizational rules.
- Upon receiving a call, the ACD system uses the DNIS (Dialed Number) to check the necessary rules for processing a call on this number.
- If it defined, an associated IVR program is invoked by the ACD.
- The IVR Client process invokes a server process on the application server and starts a two-way communication with the IVR Server.