Introduction
IVR is an acronym for Interactive Voice Response. IVR is a technology that enables users to gather information from a database using a telephone keypad or voice commands. Businesses install IVR automated systems to help their customers avail routine services and information 24/7. This helps businesses to save valuable resources as manpower and money.
IVR and You
IVR is a technology that comes into play in our everyday lives. We are using IVR when we make a telephone call to check such information as bank balance or manage our credit card. IVR provides only limited access to databases, in areas where routine information is stored.
Applications
The idea is to do away with the need for human interaction for providing simple information. However many businesses also provide the option to switch to a live operator for providing more complex information or assistance.
IVR can also be used for reporting non emergency problems to utility services, like a delayed flight schedule, or schedule appointments. IVR systems can handle dynamic information like weather, news, stock reports etc.
IVR systems can also come in handy for making calls for surveys, campaigns and polls. The system makes automated outgoing calls. A prerecorded voice asks simple questions that can be answered with ‘yes’, ‘no’ or ‘can’t decide’. The IVR system in this case will have limited voice recognition capacity. It is also possible that respondents may be requested to dial specific keys for specific answers- press 1 for yes, press 0 for no, and press 2 for can’t decide and so on. This automated way enables the survey organizer to reach many more people than if he were using human resources.
The Good and the Bad
Many businesses install in-house IVR systems. It is also possible to hire the services of outsourced solution providers (OSP), who integrate their system with the clients’ network and provide customized services. This way the client business can save on the costs on infrastructure and manpower. The flip side is that the customization may not be up to meet your business requirements. Further, the business is handing over part of the control over some of the critical functions.
It is very important to choose the right IVR system for your business, as the aim of any IVR system should be to provide the customer the right information in as easy a way as possible, without compromising on the security of your information systems. A poorly designed IVR system does more harm than good and often becomes the target of public criticism. It is possible to use internet search for suitable IVR systems that fit your business model.
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