| 摘要 |
Disclosed are a method, apparatus and system for providing an IVR service. The method comprises: a call center platform receives an invitation message that comprises an IVR access code and is sent by an agent terminal, establishes a site, adds the agent terminal, a user terminal that currently has a call with the agent terminal and an IVR device into the site, and determines, according to the invitation message, to send to the IVR device a DTMF signal sent by the user terminal, parses the DTMF signal in information received from the user terminal and sends the parsed DTMF signal to the IVR device. Therefore, the probability of operation errors of a user can be reduced on the premise that user privacy data is prevented from being leaked, thereby solving the problem of tedious operations in the prior art when a service related to the user privacy data is provided to the user by using an IVR device. |
