IVR stands for Interactive Voice Response. This basically is a technology that enables to have a conversation or interaction between a computer and a human. For example, when a person calls, the IVR (pre-recorded) greets the caller with a welcome message. The caller is then required to choose from a predefined set of options such as press 1 for business, press 2 for sales, press 3 for support and so on. After the choice is made by the said caller, the call is routed to the chosen department/agent. If none of your agents answers the call, it automatically gets sent to a voice mail and can be then reviewed upon for action.