Interactive Voice Response (IVR) is a technology that facilitates interaction between computers and humans through the use of voice and DTMF tones thru the keypad.
In the business context, this technology is utilised by creating a telephony system which allows the user to automate the activity of greeting callers, gathering information and routing the call to an appropriate extension or number, as the requirement may be.
Any IVR application provides pre-recorded voice responses for appropriate situations, keypad signal logic, relevant data access and possibly the ability of recording voice input for later use.
While most IVR Systems are used primarily to greet and re-route calls to their appropriate destinations, complicated modern day IVR Systems can also be utilised to automate and complete various tasks.
The IVR Systems can be simple single level or complicated multi-level work flows which can be designed keeping the customer requirement in mind. Standardised IVR packages are also available which normally suit most customer requirements.
Some Effective Uses of IVR Systems for Business Scenario's
(i) For Payments
(ii) For Verification Purposes
(iii) For Booking, Automated checking of Order Status
(iv) For Interaction in Local Language
(v) For Automating the Call Management process
Advantages off using an IVR System
(i) Projects a Professional Business Image
(ii) Optimal Caller Experience
(iii) 24 * 7 Service ability to greet callers and provide appropriate responses
(iv) Added ability to configure after office hours responses or holiday responses
(v) Handle large call volume with smaller teams
(vi) Projects a Professional Business Image
(vii) Enables a business owner to collect information about caller habits with regards to peak call times, reasons for calls
etc. thereby facilitating informed and intelligent decision making.
(viii) Saves time for the caller and provides greater efficiency
IVR Systems can be Inbound or Outbound
Inbound IVR Systems are required to cater to incoming call requirements which could swing from simple call forwarding to complicated task oriented call. For E.g. Banking System IVR
Outbound IVR Systems could be specific objective based where a pre-recorded message plays and could request for some input from the call recipient.