IVR (interactive voice response)
A traditional automated phone system that routes callers through keypad menus.
IVR plays pre-recorded options and routes calls based on keypresses or simple voice commands: “Press 1 for sales, 2 for lettings.”
IVR routes but doesn't converse. It can't answer questions, qualify callers or book appointments, and when the options run out the call often ends up in voicemail or hold music.
Why it matters for agencies
Property callers usually ring with a specific question. A caller lost in a menu may hang up and try the next agency.
Example
At an agency with IVR, a caller presses 1 for sales, the line is busy and they reach voicemail. At an agency with a voice agent, the same caller says what they want in the first sentence and gets a viewing booked.
Related terms
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