The Future Of Ivr Systems

An interactive voice response system (IVR) is surely among the future of smart technologies

. Its cutting edge technology allows it to help you have a superior telephone experience. Aspect research firm recently sponsored a benchmarking survey to study Interactive Voice Response (IVR) and voice self-service usage as well as future implementations of the technology and the results are good news for the industry. The survey suggests that both large and small companies see the benefit and need for voice self-service applications. Voice self-service applications are being implemented to cut call center costs as well as allow customers to have more control over simple transactions. Of the more than one hundred global contact centers surveyed, more than three-quarters already employ IVR systems as part of their business. Among the companies that do not yet use the technology, almost 60% plan to adopt IVR Solutions in coming two or three years.

IVR systems prove particularly useful in times of high call volumes as they help direct customers to departments and agents suitable for their needs- organizing and reducing the waiting period. Some IVR systems can arrange waiting lists by customer prioritization, allowing for circumstances where customers have a different status to be moved to the front of the calling queue.

Generally the system plays pre-recorded voice prompts to which the person presses a number on a telephone keypad to select the option chosen, or engage in simple answers such as "yes", "no", or numbers in answer to the voice prompts. The latest systems use natural language speech recognition to interpret the questions that the person wants answered. One of the newest trends, Guided Speech IVR, integrates live human agents into the design and workflow of the application to enable speech recognition with human context.

A very good IVR systems will include a large selection of apps and functionality you can benefit from. IVR as a technology can be utilized in different aspects:

Accounts Payment System

Analogue Level Support

Automated Telephone call Facility

Automated Call Distribution

Computerized Information Service

Telephone call Log Databases

Call Route Diagrams

Customized Call Routing

Data store Entry

Personnel Directory Connection

Defect Mgmt

Call Data transfer

Variable-Line Help and support

Distinctive Speech IVR Programs

Text to Speech

Voice Customization

Extensible Markup Language Computer data Aggregate

Awareness of these important goals should help drive the industry forward over the course of the next year and beyond. Self-service appears to be the future of the industry and continued customer acceptance will help the industry continue to grow in coming years.

by: james bell

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