IVR Systems - Improving Customer Service With IVR Systems


23 Mar

Interactive Voice Response (IVR) isn't simply a fancy term for automated calling. It actually means telephone answering system. The term is sometimes used in conjunction with IVR, but is really a very separate technology from IVR itself. IVR is used to automate a wide range of phone functions - including calls, answering, messaging and directing.

Interactive Voice Response or IVR is a new technology which enables a telephone user to interact directly with a live call center via a touch-tone, speech recognition or via an interactive software application. Once the customer answers the call, the system performs a series of functions, providing the customer experience through a highly-customized interface. The IVR typically includes a touch-tone processor, speech recognition software, a caller identification unit or some other pre-programmed modules. In addition, some IVR applications provide pre-recorded audio prompts or scripted verbal responses. IVR systems also provide pre-recorded text messages, which can be automatically sent to the customer's cell phone on the same call as the IVR prompts.

One of the main purposes of an IVR is to improve the customer experience by providing an interactive interface, along with automated call flow solutions. IVR systems use technologies such as: web-based call management applications, IVR management scripts and a variety of data-repetitioning mechanisms and processes. These technologies allow a customer service representative or IVR operator to set up self-service options. Some IVR systems use interactive voice response or IVR, voice-to-text and voice-to-mail applications to improve the customer experience.

A good IVR system should provide various ways to automate various functions in the IVR system. IVR call center are able to incorporate different call flows into the IVR system to create various interactivity options. These IVR system call flows may include: automated menu selections, call forwarding, call redirection, call return, automatic captions, call waiting, and many more. This is why an ideal IVR system should be capable of facilitating or creating a wide variety of call flows.

Another IVR solution called Interactive Voice Response (it) gives agents the ability to custom tune any IVR system features to better complement an organization's needs. It is commonly used in call centers for improving customer experience and enhancing productivity, while minimizing expenses. With this IVR solution, a business can have its own interactive voice response system that answers calls with personalized prompts. For instance, an agent can use a built-in time-line or list of predetermined options for contacting a customer. IVR usually comes with a control panel that allows administrators to record custom messages, control call forwarding and much more.

An additional self-service IVR solution called Conversational IVR is also gaining popularity for many businesses. The conversational ivr system can be used for administering IVR systems with the help of existing business phone scripts. It allows self-service capabilities without having to modify or install any software. It uses basic features of IVR like recording a message, controlling the volume of the speaker, playing a favorite song and many more. Check out this site https://avaamo.ai/conversational-ivr/ for more info.

Look here for added details: https://en.wikipedia.org/wiki/Call_centre 

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