Interactive Voice Response (IVR): is an added feature \ module to our flagships products
Emortelle and
IBOS; IVR is a means of automating the retrieval of rudimentary information and it is a technology that has matured significantly since its introduction in the 1980s.
IVR is a generic term for systems that play voice messages in response to user requests. Both caller and system interact with and respond to each other - the system queries the caller about the desired action, and the caller responds. The system reacts to this response by routing the caller to another system or to a live operator or by sending a fax or electronic message to the caller and in some instances to a designated service representative or department.
Repetitive tasks in communicating, formatting, accessing information and routine requests for services or pricing information can be particularly problematic for high-growth companies that have little choice but to add more service personnel, pay overtime to existing service staff, or let service quality slide. With the introduction of IVR, its advantages become readily apparent:
Benefits of IVR - Reduces cost of human labor
Even very expensive, advanced systems incorporating voice recognition and text-to-speech capability can offer significant cost advantages over human labor.
- Frees personnel to "work smarter”
IVR is ideal for automating repetitive tasks such as disseminating frequently required information, conducting a simple transaction, or routing a call to the correct party. Service personnel are thus free to perform more rewarding and important work. For example, an IVR system may give rudimentary customer information such as current account balances, allowing service agents to respond to more important work such as advising a customer on the best utilization of his/her resources.
- Improves customer service
IVR machines can frequently offer faster access to information than human beings can. Callers can access the information they require and spend less time waiting for a live operator. IVR also helps to eliminate the possibility of human error in retrieving information. An IVR system will not erroneously swap digits when relaying an order number or reading an account balance.
- Enhances human contact
An IVR system can be used to expedite aspects of the customer service functions, and the operator can respond to the customer inquiry armed with data about the caller. Coordinated "teams" of humans and machines are increasingly handling business communications in this manner.
- Improves data access
By enabling access to information 24 hours a day, seven days a week, businesses can add value after regular business hours.
- Programmable, Customizable, and Flexible
IVR can be customized with unique prompts for answers to be recorded. You can customize the voice and data prompts you use to suit your company. You can determine what kind of information you will capture, assign priority to your most valuable customers and plan the best use of your resources.