Voice Response Unit (VRU)

A Voice Response Unit (VRU) is an automated telephone system that uses pre-recorded voice messages that provide options or information to the caller. A Voice Response Unit (VRU) is typically used by companies with call centres, such as banks that wish to provide customers with access to accounts, or companies who provide customer service through this unit.

Previous Voice Response Units (VRUs) use touch tone keypads to communicate, whereas modern Voice Response Units (VRUs) additionally have the ability to communicate through spoken words using voice recognition software. This system is designed to deal with high call volumes and to better a customer’s experience. In an incident when callers do not find the information they were searching for, a Voice Response Unit (VRU) will provide them with the option to speak with an agent and receive further assistance. This system may record the interaction with the caller for later use, and this is mentioned at the beginning of the call.

Computer Telephony Integration (CTI) is technology that is used with Voice Response Units (VRUs) to route and queue callers. This technology can also collect data that has been entered by the caller to help direct the caller to a destination.

A Voice Response Unit (VRU) is also known as an Interactive Voice Response Unit (IVR system).

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