IVR software provides automated response service capabilities by enabling customers to use the keys on a touch-tone phone to access information, such as bank account balances, flight arrival and departure times, and package delivery status. This capability is provided by using a pre-recorded human voice stored on a computer hard drive, or by using text-to-speech technologies. These pre-recorded options are accessed via customizable touch-tone dialing (DTMF) phone menus.
Some systems offer a self-service option that includes an unlimited number of phone menu options such as playing a message, routing an interaction to a queue, sending a fax, opening a sub-menu, and other features. Systems can vary in scalability, from several ports for a single location, to thousands of ports suitable for multiple centers or even carrier networks.