Capterra Glossary
Voice Response Unit (VRU)
A voice response unit (VRU) is a telephone answering system that provides callers with a variety of pre-recorded messages. The system uses voice recognition or buttons on a touch-tone phone as responses to a set menu of options to help users find what they are looking for. VRUs consist of both software and hardware and can be used for applications including account transactions/payments or routing customers to live agents. A VRU is often part of a complete call processing/call center system and is also known as IVR (interactive voice response) technology.
What Small and Midsize Businesses Need to Know About Voice Response Unit (VRU)
Businesses can use VRUs for processing and tracking orders, customer service, to automate phone registration, customer surveys, and more effective call routing, among other uses.