IVR systems, IVR solutions / software, interactive voice response

The need for a human operator to handle a high volume of simple repetitive phone calls is a thing of the past. Today, computer telephony integration (CTI) leverages the power and versatility of computers to enhance phone systems with automated applications that answer and direct calls and even provide callers with the information they require – many a times without having to speak to a call center agent. Most customers have experienced automated call systems at one time or another. Have you ever called a business and been greeted by a voice prompting you to press (or say) a number to choose from a menu of options? You were interacting with either an auto attendant or an interactive voice response (IVR) systems. An auto attendant is a system that is integrated into an existing phone system or an external server to answer incoming phone calls. The auto attendant provides callers with a menu of options for navigating the phone system to reach the department or phone number they desire. An auto attendant can be quite simple, or it can provide advanced features such as voice recognition and text-to-speech translation. However, an auto attendant is unable to retrieve information from other systems, limiting its ability to be truly interactive.

On the other hand, IVR Systems provides all the features of an auto attendant plus the ability to use input from callers to interact with separate external systems. IVR Systems can improve call center efficiency with recorded, frequently requested information or by routing callers to the most relevant agent based on their input. IVR Systems retrieve information requested by callers and present it in a variety of ways, such as a recorded or synthesized voice, fax, web page, or even an email, The advantage of an IVR Systems is that applications can be customized for almost any situation imaginable to accommodate callers’ requests. For instance, IVR Systems allows customers to call their credit card company, and by inputting their account number and password, get real-time information about their current account balance, amount of credit available, payoff information, etc. Or, someone might use the airline’s IVR to check if his flight is on time before leaving for the airport. IVR Systems are used to remove the burden from human representatives and get customers the information they need quickly. The examples listed are just a few of the numerous implementations that are possible.

IVR Systems Benefits

IVR Systems provide customers with many services such as fax on demand, secure access to confidential account information, general information such as phone numbers and working hours, and an easy way to navigate through a complex phone system. From a business perspective, IVR adds to customer satisfaction by giving customers what they want, and several options to get it. If the customer is satisfied, the IVR systems will pay for itself through increased sales. IVR Systems also reduce call center costs by fielding the bulk of routine calls, allowing live agents to handle only the calls that require specialized skills. Fewer agents perform the same amount of work and maintain the quality of the call center.

IVR Systems also extend business hours, allowing customers to retrieve information or even place orders 24 hours a day, 7 days a week, whether agents are working or not. Businesses also benefit when the IVR systems is used to inform callers about products and services during hold time.

Additionally, an IVR systems provide detailed information about call center activity and services that customer’s access, making it easy to tailor a call center to the specific needs of the customer and streamline operations to reduce waste.

IVR Systems Elements

IVR systems is typically a separate server that contains digital signal processing (DSP) hardware that analyzes and reproduces voice patterns. The IVR server interacts with a phone system through a dedicated connection. The way in which the IVR server is connected to the phone system depends on its capabilities and physical connections. An IVR systems can be connected to a key system, PBX, or other type of phone switch through analog ports, digital ports, and even a LAN or WAN connection. A unique quality of IVR is its ability to interact with many different systems to gather and present information back to a caller. IVR systems can access external databases, retrieve the information it needs, and present it back to the caller over the phone through a synthesized voice, or it can use a fax, web, or email systems. If the customer requests it, his call can be put through to live agent as well.

IVR Systems

IVR Systems Benefits

IVR Systems Elements

Features and Application of IVR Systems