Reviewed by Mark Ruggles – CEO, Platform28
Last updated: February 2026
What is IVR?
Interactive Voice Response
IVR (Interactive Voice Response) is an automated phone system that interacts with callers using voice prompts and keypad input (DTMF) or speech recognition. IVR systems greet callers, collect information, provide self-service options, and route calls to the appropriate department or agent.
Modern IVR systems go beyond "press 1 for sales"—they use AI and natural language processing to understand spoken requests, integrate with backend systems for real-time information, and handle complex self-service transactions that previously required live agents.
How IVR Works
When a caller reaches an IVR system, several things happen:
- Greeting – Welcome message plays, often with caller ID lookup for personalization
- Menu presentation – Options presented via voice prompts
- Input collection – Caller responds via keypad (DTMF) or speech
- Processing – IVR interprets input and takes action
- Resolution – Either completes self-service transaction or routes to ACD for agent
flowchart TD
A[Citizen calls]:::caller --> B[Greeting + intent prompt]:::system
B --> C{Self-service possible?}:::decision
C -->|Yes| D[Lookup / transaction]:::system
D --> E[Resolved]:::outcome
C -->|No| F[Collect ID + context]:::system
F --> G[Route to ACD]:::system
G --> H[Agent receives screen pop]:::outcome
classDef caller fill:#dbeafe,stroke:#1d4ed8,color:#1e3a8a
classDef system fill:#f3f4f6,stroke:#6b7280,color:#374151
classDef decision fill:#fef3c7,stroke:#b45309,color:#78350f
classDef outcome fill:#d1fae5,stroke:#047857,color:#064e3b IVR Call Flow: Self-service vs. agent routing. Blue = Caller Step | Gray = System Step | Yellow = Decision Point | Green = Resolution
Platform28 IVR integrates with eligibility systems, CRM platforms, and payment processors to provide real-time information and complete transactions within the IVR.
Types of IVR Systems
| IVR Type | How It Works | Best For |
|---|---|---|
| Touch-Tone (DTMF) | Caller presses keypad numbers | Simple menus, universal compatibility |
| Why it matters | Works on any phone, no training needed | |
| Speech Recognition | Caller speaks responses to prompts | Hands-free interaction, accessibility |
| Why it matters | ADA compliance, faster navigation | |
| Conversational AI | Natural language understanding | Complex requests, modern experience |
| Why it matters | Reduces frustration, handles edge cases | |
| Hybrid IVR | Combines touch-tone, speech, and AI | Flexible routing based on caller preference |
| Why it matters | Serves all caller types effectively | |
| Visual IVR | Menu displayed on smartphone screen | Mobile callers, faster navigation |
| Why it matters | Reduces call time, improves accuracy | |
| Outbound IVR | System calls customers proactively | Appointment reminders, surveys, alerts |
| Why it matters | Reduces no-shows, improves engagement | |
Platform28 IVR capabilities
IVR Self-Service Capabilities
Modern IVR handles many transactions without agent involvement:
- Account inquiries – Balance checks, payment history, claim status
- Payments – Bill pay, fine payments, fee collection
- Scheduling – Appointment booking, rescheduling, cancellation
- Information lookup – Hours, locations, eligibility status
- Authentication – Identity verification before agent transfer
- Surveys – Post-call satisfaction, feedback collection
- Notifications – Outbound appointment reminders, status updates
Higher self-service containment means lower costs and faster service for callers who don't need an agent.
IVR for Government Contact Centers
State and local government agencies use IVR to serve citizens efficiently:
- Benefits status – "Check your SNAP benefit balance"
- Appointment scheduling – DMV, social services, healthcare
- Multi-language support – Spanish, Vietnamese, and other languages
- Case status lookup – Unemployment claims, child support, permits
- Payment collection – Fines, fees, tax payments
- After-hours information – 24/7 access to common questions
Common government IVR use cases:
- SNAP balance inquiries with real-time eligibility lookup
- DMV appointment scheduling with office selection
- Unemployment claim status checks
- Child support payment history and balance
- Multi-program routing (press 1 for SNAP, 2 for Medicaid, 3 for TANF)
During seasonal spikes—such as open enrollment or tax season—IVR self-service handles increased volume without additional staffing costs.
Platform28 serves government agencies including Georgia DHS, DFCS, DDS, and the Governor's Office of Constituent Services.
IVR vs ACD: Working Together
IVR and ACD (Automatic Call Distribution) are complementary technologies:
- IVR collects – Gathers caller intent, account info, authentication
- ACD routes – Uses IVR data to match caller to best available agent
Example flow: Citizen calls → IVR asks "Which program?" → Caller says "Medicaid" → IVR verifies identity → ACD routes to Medicaid-trained, Spanish-speaking agent → Agent sees screen pop with caller info collected by IVR.
Benefits of Modern IVR
- 24/7 availability – Self-service never sleeps
- Reduced wait times – Simple requests handled immediately
- Lower costs – High containment rates reduce agent workload
- Faster service – Info collected before agent connection
- Consistent experience – Every caller gets the same professional greeting
- Accessibility – Speech recognition for hands-free use
- Scalability – Handle call spikes without adding staff
Platform28 IVR
Platform28 has provided IVR technology since 2001. Our cloud-based IVR includes:
- Visual IVR builder – Drag-and-drop menu design, no coding required
- Speech recognition – Natural language understanding for conversational IVR
- Backend integrations – Connect to CRM, eligibility systems, payment processors
- Multi-language support – English, Spanish, and other languages
- Real-time analytics – Track containment rates, abandonment, and caller paths
- Outbound IVR – Appointment reminders, surveys, notifications
- FedRAMP-ready architecture – Deployed on FedRAMP-Moderate AWS and FedRAMP-High Google Cloud
- 99.999% uptime SLA – Enterprise reliability for mission-critical operations
Frequently Asked Questions
What does IVR stand for?
IVR stands for Interactive Voice Response. It's the automated phone system that greets callers, plays menus, collects information, and either handles requests through self-service or routes callers to live agents.
What is the difference between IVR and ACD?
IVR is the automated menu system callers interact with—it collects information and handles self-service. ACD (Automatic Call Distribution) routes calls to agents based on what IVR learned. They work together: IVR is the front door, ACD is the traffic controller.
What can callers do with IVR self-service?
Modern IVR self-service includes: checking account balances, making payments, scheduling appointments, tracking orders, resetting passwords, getting hours/locations, checking claim status, and completing surveys. Platform28 IVR helps agencies achieve high self-service containment rates.
What is conversational IVR?
Conversational IVR uses natural language processing (NLP) to understand spoken requests instead of requiring callers to press buttons. Callers can say "I need to check my benefit status" instead of navigating menu trees. This improves caller experience and reduces abandonment.
How does IVR reduce contact center costs?
IVR reduces costs by handling routine inquiries without agent involvement (self-service containment), collecting caller information before agent connection (reducing handle time), routing calls correctly the first time (fewer transfers), and operating 24/7 without staffing costs.
Does Platform28 IVR support government agencies?
Yes, Platform28 IVR serves state agencies including Georgia DHS, DFCS, and DDS. Our IVR supports multi-language menus, eligibility lookups, appointment scheduling, and integrates with state systems for real-time information like benefit status and case updates.
Can IVR integrate with backend systems?
Yes, modern IVR systems integrate with CRM, ERP, eligibility databases, appointment systems, and payment processors. Platform28 IVR can look up caller information, verify identity, check real-time status, and complete transactions—all within the IVR before reaching an agent.
What is IVR containment rate?
IVR containment rate measures the percentage of calls handled entirely by IVR self-service without needing an agent. Higher containment means more efficiency. Platform28 customers typically achieve 30-50% containment rates, significantly reducing agent workload.
Ready for smarter self-service?
See how Platform28's IVR can reduce call volume and improve citizen experience.