customer care call cernters and help desk servics can utilize Interactive Voice Response (IVR), an automated platform that lets computers interact with humans via voice and tones entered through a keypad. This can essentially save cost of operations and also increase security in the calls. In his article, we will talk about how IVR works. The technology used in IVR has revolutionized the industry. Before, to gather responses from the caller, the solution has to present information with the use of pre-recorded voice prompts. IVR uses a special hardware such as the telephony board or telephony card and a computer to accept calls. When a person connects to a call. they will be guided to the menu options and asked the numbers to dial into the device.