By STEFANIA VISCUSI
TMCnet Assistant Editor for Channel
While it may seem as though Interactive Voice Response (IVR) systems and Auto Attendants offer the same capabilities—a way of handling phone calls without the need for a live agent-- there are indeed some great differences between the two offerings.
There is a good chance we've all encountered these systems already like whenever we call a business and are greeted by a voice prompt instead of a live person. What occurs from this point on however, defines the kind of system in use.
Automated attendants typically offer callers a number tree of options for navigating through their system and getting to the phone number, or extension they wish to contact.
Interactive Voice Response systems are different in that they offer an advanced level of interaction with the caller, that the auto attendant is not able to provide.
With Interactive Voice Response systems it's possible for callers to request and receive information from the system. This information is made readily available to the caller, and further reduces the need for live agents, or being bounced from agent to agent in search of answers.
Unlike an automated attendant, Interactive Voice Response systems are also able to read back information via speech recognition technology and make it possible for businesses to extend their service hours.
Interactive Voice Response systems are also able to offer information on customer activity and provide businesses with a new platform for offering their products and services.
TCMS offers businesses the ability to enhance their offerings with TCMS Interactive Voice Response, an application generator that also features a debugger, the ability to connect to popular databases and the ability to execute any application.
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Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.