IVR is perhaps the most popular application of the CTI (Computer Telephone Integration) technology.
This process can be leveraged to automate the information dissemination process.
It is generally used when a structured information is to be given to the caller.
The basic process is very simple.
1. The caller contacts the enterprise through a telephone (i.e. Hot line).
2. The IVR receives the call and guides the caller to specify the particular information requirement through various voice messages and prompts.
3. It then accesses the back-end application database and reads out the contents to the caller.
