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IVVRInteractive Voice & Video Response
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"The component used in [HDA] is called a 'Face Engine,' which allows for real-time, high-quality video creation, and it delivers a streaming version of the video usable for Web applications, or a streaming version of the video usable for IVVR," Basso says.
Behind the Face Engine is the "Brain Server," which Basso says is used both on the Web and in the IVVR or standard IVR channels to build the logic behind the face so that all of the dialogues, paths, and prompts are generated dynamically.
Since incorporating the contact center on-demand provider's IVVR functionality into its VRS platform, the nonprofit has seen its call-abandonment rate fall by about 40 percent, according to Ekse.
The IVVR provides a way to communicate to deaf consumers that their video call has indeed been received and is currently in queue, according to Kowarsky.
It empowers developers to deploy IVR and IVVR systems, outbound dialing, intelligent routing, CTI screen pop, video conferencing, video call recording, voicemail, IP telephony, video messaging, SMS, fax, and email.
Envox 7's video capabilities enable developers to add IVVR to traditional call centers, but also to build in other multimedia applications, like video messaging and video call recording.
CosmoCom has included IVVR in its CosmoCall Universe all-IP contact center platform since November 2005, and supports its development and deployment with a drag-and-drop graphic user interface (GUI) service creation tool called CosmoDesigner that helps developers design the call flow.
Though IVVR has been around for a few years now, it is still a relatively untapped technology in the industry and is just now starting to gain momentum as people realize other possible areas for its use.