IVR is the acronym of Interactive Voice Response – a method which has proved tremendously handy to organizations within the twenty-first century and whose objective is primarily valuable to increase levels of high-quality customer service. The phrase is actually quite generalized and can be used to designate virtually any digital, programmed phone computer system. IVR is by no means a completely new technological innovation on the market – yet somehow one which is revolutionary and continually improves to exceed the expectations created by our hurried marketplace. An outstanding example of this of exactly how this unique tool has been improved on over the years is the growth coming from a touch tone only console to technical features that have the means of recognizing speech. Notably, this last concept, speech IVR, that I will expound on.

Speech Interactive Voice Response is an programmed phone service and a technology that can exchange dialogue with various callers. Perhaps most striking to companies and organizations is speech IVR’s ability to help reduce customer service expenditures. Naturally, virtual agent speech technology has become a remarkable service. Let’s see why.

Responses given over the telephone from customers can be inputted through a voice recognition feature and further communications are continued in a highly organized and convenient manner.

Receiving information like purchase orders, travel documents, business hours,  and account balances are only some of the transactions made possible by IVR. Routinely, such interactions begin with a support call to an automated representative.. This voice is recorded ahead of time and can be well understood by the caller. After greeting a caller, the call center IVR system will offer several choices to the customer so that their question can be delivered to the appropriate department or the specific info they need can be given soon. Furthermore, when the customer feels that the options to not cover their query, they can always choose to be put through to a representative at any time.

Most businesses that pride themselves on a good customer service will use IVR as opposed to putting callers directly through to a live operator. The reason for this understated fact is time. Time is money to most individuals and business, making IVRs’ ability to save time and money a win-win situation. Importantly, through the use of secure phone lines, it is even conceivable to send and receive money using IVR.

Interestingly, bigger travel coordinatorsand even cruise directors have long taken advantage of the use of speech IVR to connect with their customers and supply them the details of reserved schedules or even to book vacations. This is an enormous benefit to customers who do not have regular access to computers, or even for those wanting to stay up-to-date without carrying excess paperwork. Most commonly is the use of IVR to process incoming calls and route them through to the right department or extension number – stoppinga great deal of confusion and wasted time trying to locate the right office via phone.. As technologies improve, there is a growing expectation for instant news and gratification.

However, Smaller companies, too, use IVR technology – the price of using them working out at being far lower than to employ human staff! Better IVRs really end up with less callers needing support from live representatives If a large percentage of callers ultimately choose to speak to a live operator then the IVR set-up is probably not as effective as one first hoped. At the end of the day, every business and business owner is trying to balance the needs of his/her customers while simultaneously  improving the bottom line.

So as you can see – the speech IVRs of today are worthwhile in many areas. This is especially true for the following causes:

*  Arriving at the right department quickly

*  Keeping track of finances

*  Inputting large orders flawlessly

*  Cutting down costs

* Adequately handling a congested customer call line

*  Providing overviews of call statistics

*  Helping with marketing strategies such as automated opinion and product information

*  Around the clock customer service

While this is on no account an exhaustive listing of the actual feasible uses for speech IVR, anybody can appreciate its many applications.

Jay M.S. Coop is a freelance writer that specializes in innovative techniques and has over 10yrs of market experience.


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