When a caller reaches an IVR System, they hear a pre-recorded message and are presented with a series of options that can be selected either by speaking or pressing a button on their phone. An Interactive Voice Response (IVR) system is an automated telephony system that interacts with callers, gathers information, and routes calls to the appropriate department or agent. It uses pre-recorded messages and voice prompts to guide users through options using keypad inputs (DTMF tones) or voice recognition.

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