IVR, (Interactive Voice Response) interactive voice response system, you only need to use the phone to enter the service center and listen to mobile entertainment products according to the operation prompts. Relevant information can be played based on user input.

IVR service

It means wireless voice service value-added service, which is similar to the well-known fixed-line voice service. Mobile phone users can dial designated numbers to obtain required information or participate in interactive services.

The most common services are:

1 Voice song request

2 Voice chat and friend making

3 Mobile magazine

4 Electronic greeting cards

IVR, or voice value-added service, is a service launched by mobile operators in 2002. China Mobile's IVR is divided into two major brands: Information Interactive and Yuyin Online. China Unicom's IVR brand is China Unicom Audio.

IVR Market

SPs currently operating IVR business include Lei Wuji, Tencent, Honglian 95, and Sina. Among them, Thunder Wuji, a subsidiary of TOM, accounts for 70% of the domestic market share. According to China Mobile's prediction, the domestic IVR business market size will reach about 2.5 billion yuan in 2004. Of course, this data is relatively optimistic. But it is undeniable that IVR will also become one of the heavyweight businesses in wireless value-added services.

Existing IVR services include ringback tones (operated by China Mobile itself), online song request, voice information services, voice games, multi-party conferences, background music calls, chatting and making friends, etc. In essence, the IVR business mainly replicates the business model of the previous audio station, and also provides theme chat and peer-to-peer chat services with virtual identities.

At this stage, the entry threshold for IVR business is mainly reflected in the difficulty of applying for IVR business qualifications.

The technical threshold for IVR business is actually quite low. SP applies for access number resources from the operator, purchases corresponding voice platform equipment to connect with the operator's voice gateway for signaling/traffic relay, builds its own service system (hard and soft solutions are very mature), and creates its own voice After completing the business process, you can start the IVR business.

IVR Application

Another important application of IVR is in the call center, which is divided into front-end and back-end. Pre-IVR means that the voice enters the IVR first for processing. When the customer's problem cannot be solved, Only then will the service be transferred to manual agents. Post-installed IVR means that the IVR and human agents are in a balanced position. When the human agent cannot satisfy the customer's call requirements, the agent switches to the IVR, mainly to delay time or provide value-added services.

Routing between Vlans

IVR: Routing between Vlans (Inter-Vlan Routing, here abbreviated as IVR)

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