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Advantages with Interactive Voice Response Systems

By: Michiel Van Kets

Interactive Voice Response (IVR) has seen many advances in its technology since it first landed onto the market and nowadays it is one of the most sophisticated and commonly used types of call centre software existing. Used by organizations world-wide, it is generally used to service high volumes of calls by offering an extensive range of services over the telephone. A sophisticated IVR system will minimize a company’s costs and help it to make the customers experience pleasanter and the employees’ job easier and less stressful.

IVR systems are able to differentiate between commands, whether they are input via the dial pad or as a voice command. Interactive Voice Response responds to the input with a pre-recorded script to direct the caller on how to proceed, this can be a request to state the number from a list of given options or to select a number using the dial pad. IVR systems are ideally suited for any task whereby the instruction can be separated and put into a simple menu option. In telecommunications these systems are generally very efficient and reliable in dealing with large volumes of calls.

IVR systems will save a company a lot of time and expense as well as staff resources. Examples of typical IVR applications are telephone banking, televoting, and credit card transactions and one of their main advantages to a large company is that they can lengthen the working business hours. Organizations that are inclined to receive thousands of calls every day, such as call centres, need to have a way of dealing with all these calls so customers are not waiting for lengthy periods of time to talk to customer service. This will only make them frustrated and angry, something no company wants. This could be an embassy where the customer requires passport and visa information for a particular destination or a bank where the caller just needs to check their balance and have no particular need to talk to anyone, they just need the information. Automated systems are ideal and enormously useful in dealing with these kinds of enquiries and save the company and the caller a lot of time. The alternative would be employing staff to deal with these calls; an automated system is by far much more cost-effective.

IVR systems can vary greatly in the way they work and this depends mainly on the cost, the cheaper the system the more basic functions you can expect and vise versa. In a basic model expect simple commands such as to say the number of the option required or press 1 for….press 2 for….dial pad command. A more sophisticated system can ask for names, your address and dates of birth. The system will also recognize the answers; information regarding security clearance and your account can be confirmed before you reach customer service, thus will save a lot of time. These kinds of systems are appropriate for information only situations where the same information is needed over and over again and can provide it a lot faster than if the phones would be manually answered.

Call centres are the main users of call center technology and use them to identify and redirect the caller to the proper department where their request will be dealt with. The capability to identify customers enables the organization to adapt its services to fit the client profile. An automated service means that the client can choose the information he requires, including wait in the queue, choose an automated service, or request a call-back.

IVR systems are used to handle the millions of people calling in to vote for popular TV shows such as Big Brother and Pop Idol. IVRs are also used to take orders for mobile phones, such as ringtones and logos, weather forecasts, competition entries, and an entire range of adult activities.

IVR systems are installed in-house and installed by the IVR provider who integrates the system through the client’s network.

Anyone looking for call center software for their organization using voice recognition and any other advanced applications that use speech recognition and voice biometrics should research online for professional services.

Article Source: http://articles.directorygold.com

Michiel Van Kets provides article services for Geoff McGuire who works for VeCommerce, a company which delivers world-class solutions for companies so they can operate at maximum efficiency and effectiveness in order to grow. Services and products such as call center software and call center technology are offered. For information on software systems, visit the website.

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