Who Uses Ivr Software

IVR is an abbreviation for interactive voice response and it refers to the technology

used to receive phone calls in organisations and call centres across the world. There are many features of a typical IVR system. These include speech recognition, call forwarding, dialogue management, audio playback and others. There is no doubt that an IVR system is extremely powerful and provides a host of benefits to both the organisation using it and the callers themselves. No longer does ringing a call centre involve long waiting times and mis-directed calls. Instead the caller is dealt with in a fast, efficient manner and directed to the correct department immediately.

The introduction of IVR technology has meant that callers can now often have their queries dealt with by communicating soley with an automatic voice response. In many cases an IVR system has eradicated the need for a live agent to deal with the call. Both large and small companies around the globe have been able to save themselves a great deal of money due to this innovation in telephony. Because live agents are not always required, it also means that queries and questions can be dealt with 24 hours a day, 7 days a week. Automatic voice response is no doubt a very cost effective and efficient way to deal with customer queries and telephone calls. After all, an automatic voice response does not take holidays, days off, lunch breaks or other time off. It can deal with calls on a continuous basis and at no extra cost too.

Of course not all situations can be dealt with by an automated voice response and often a human element is necessary too. Nonetheless IVR systems are a very valuable in this situation. They can be used to gain information from the caller so that when the call is answered, the operator has already got the relevant information at their fingertips. An IVR system is also very effective in the area of call forwarding so that each and every call is directed to the relevant department automatically. It removes the element of human error which can be extremely frustrating for a caller who keeps getting directed to the wrong place.

Organisations who use an IVR system typically experience a higher level of customer satisfaction as well as a much higher call handling capacity. More phone calls can be dealt with in a short space of time which leads to greater efficiency, higher productively and ultimately a better service for all. Because of the numerous benefits that IVR systems provide, a huge array of different businesses have chosen IVR systems to assist them. Phone lines that accompany internet services in particular use IVR systems. Insurance companies, construction companies, banks, airlines and many other business sectors all use IVR systems too.

Most people will have experienced dealing with an IVR system at some point during their life. Phoning the electricity company to query a bill, calling your internet service provider to report a fault or ringing your local cinema to check screening times are all scenarios where you would be likely to communicate with an IVR system of some kind. The technology behind modern IVR systems is extremely advanced. The software needs to be extremely concise and accurate in order to work effectively, and it is. A huge number of responses and words can be recognised by IVR systems in fact.

Because of its ability to prevent a bottleneck of phone calls, improve customer satisfaction and improve productivity, most organisations use some form of IVR system. Even the military use IVR systems. Some IVR systems also include comprehensive data reporting which can further improve the efficiency of an organisaiton. The data can give an indication of the busiest time for phone calls, provide an average length of time of call and further vital statistics too.

IVR software enables call centres and other organisations across the world to improve their customer service and streamline their telephony processes. An interactive voice response can mean phone lines stay open all through the night and at weekends too and callers can have their queries answered without necessarily dealing with a live operator. An IVR system can save an organisation money and increase their call handling capacity which is why so many from across all business sectors have them in place.

by: Sarah Shore

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