Interactive Voice Response System An Introduction

Almost everybody who has dealt with the modern call centres is familiar with the sweet, though mechanical, voice directing them. This voice is part of interactive voice response system, or IVR, which provides the framework for the caller-phone system interaction.





This interaction enables the caller to acquire or input certain information. The system works by enabling a computer to determine human voice and keypad inputs.





Ever since their inception, IVR systems have been very popular with businesses for two main reasons. Firstly it saves on staff costs; keeping a large number of staff just to receive calls is expensive, especially in a call centre where callers can access quite a few services without engaging the agents. Agents are thus able to handle more pressing and complex enquiries. Secondly, it makes the company accessible to its customers 24/7.





Typical IVR Applications





IVR systems have especially come in handy in call centres due to their wide scope and flexibility. Particularly, the ability of IVR systems to combine caller input with tailor made scripts is a huge help for call centres in handling regular enquiries. Some of the most popular IVR applications are:





??? Automated account payment systems


??? Customer account information collection


??? Banking services


??? Customer market surveys


??? Emergency notifications


??? Virtual receptionists


??? Call centre automation


??? Order status and tracking





The Benefits of IVR Systems





??? They help call centres cut live call handling time which works out to be a big money saver. They also help improve the overall efficiency of the call centre, as staff are able to concentrate on more important business areas.





??? IVR systems direct the callers to the right department and let them access their personal information by themselves. This way they cut their waiting time and make the whole calling experience methodical and hassle free.





??? IVR systems allow callers to retrieve or access information quickly, with or without additional human assistance.





??? With an efficient Interactive Voice Response system, companies don???t need live operators all the time and can still provide a multitude of services (which don???t require human intervention) to their customers 24/7.





??? Call queuing times to departments within a company can be drastically reduced. IVR systems will detect a free agent and will route the call to him/her. Also the calls can be routed according to the type of enquiry using a menu selection process.





??? IVR systems help lower the call volumes because quite a few tasks are handled automatically. This again helps cut the overall costs and improves agents??? efficiency.





??? A good Interactive Voice Response system helps call centres to expand their call capacity and manage larger call volumes by intelligently routing inbound calls. This intelligent handling also helps reduce the handling cost per call ratio.





??? IVR systems can fully automate the task of making and receiving payments via telephone. This enables customers to make payments any time of the day, any day of the week.





??? IVR systems can easily be used for marketing purposes. For example, if there is some delay in routing the calls because of high call volume, companies can let the customers know about new services, updates or product information etc.





??? IVR systems allow call centres to monitor operations by producing daily call activity reports. This feedback can be used to recognise the good performers and weed out weaknesses.

Kate Dawson is a call centre administrator and has an in-depth knowledge of contact centre solutions such as interactive voice response systems, telephone call routing software, predictive diallers, VoIP call control etc.

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Endless Choice Abounds in Modern Communications

Modern consumers have a lot of choices when it comes to cell phones. In fact, it isn't just with cell phones that consumers have a lot of choice, is actually in nearly every form of telecommunication. Increasingly, when it comes to selecting a telephone service, consumers are making the call.





The choices available are so varied that it is even possible to get phone service from your cable company. If you had told someone 20 years ago at baby talking on the phone through the cable, that just wouldn't compute for them. The advancement and Internet technology has really enabled a wide variety of choice for all forms of digital communication. Even at concept of digital communication, that is to say that all of our communications are becoming digital is a strong sign that our world is changing rapidly and in our communication is changing with it.





For example, you can make phone calls via the Internet to landline phones. Your cell phone can use this technology to make phone calls through the mobile Internet without even using your cell phone minutes. These new forms of communication are so varied and complex that it requires a whole new kind of software to manage such complicated digital transactions.





For example, consumers can choose from hundreds of long-distance companies and in most places there are many choices for local service, too. Wireless phones are also popular ways to make local and long-distance calls. In fact, some people are only using wireless phones. Before you cut the cord, though, test the wireless service to be sure it works from your home and keep the battery charged so you can make calls in emergencies.





One option growing in popularity is known as voice over IP or VoIP. This technology allows you to make cell phone or regular phone calls by connecting through the Internet. This technology can really change the way that we all communicate. They could make almost any device into a phone.





VoIP plans usually offer unlimited calling anywhere in the U.S. for a flat monthly fee. While there are many benefits with VoIP, there are some considerations: It doesn't work if the power is out, and you may not be able to reach 911 emergency services, though VoIP companies are working to solve that problem.





Some companies offer service bundles that include phone, Internet, wireless and/or pay TV. These may be good deals, depending on your needs, but make sure you're not paying for things you don't want or need. Check services and prices from different companies and be certain you're comparing "apples to apples."





With all this choice, one thing remains, people want to communicate with each other. That's what it's all about, if you are trying to call loved one. It doesn't matter what technologies used in the middle. You just want to be able to hear their voice or see their face and know that they're okay.

Brian is a gadget fan enjoying samsung cellular phones. You can learn more at http://www.mobileography.com/ voipforbusiness: telephone systems network

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