By STEFANIA VISCUSI
TMCnet Assistant Editor for Channels

IVR systems help to increase customer satisfaction and reduce costs for the call center. IVR systems also make customer communications faster and more efficient—taking away the need for a live agent to handle all the incoming calls.

Instead, an IVR system is put into place to handle routine questions and leaves agents free for more pressing queries. IVR systems can help customers get to their answers quickly via an automated system and without ever having to talk to a live agent.

With an IVR in place, it is possible to route callers to an agent who can best help with their question, when one is needed. This reduces wait times and frustration for callers—further maximizing quality customer experiences for each call.

IVR also makes it possible to customize applications to meet caller needs—providing answers and information in real-time.

A unique benefit of IVR is its potential to increase sales as they not only help to improve customer satisfaction, but IVR can also be used to promote products and services while callers are put on hold.

A quality IVR can do all of this if they are designed with the customer in mind and are able to be easily changed or modified along with a businesses needs.

TCMS offers IVR systems capable of a numerous customizable commands and offers connectivity to the most popular databases including: Microsoft Access, Microsoft Excel, Microsoft Fox Pro, dBase, bTrieve, Paradox, or standard text files. TMCS IVR also supports T1, E1, ISDN, DID and analog interfaces.