What is IVR?
Interactive voice response (IVR) is a telephone technology that allows users to interact with a database via a phone keyboard or voice commands. Automated IVR systems save money and employee resources and at the same time make routine services and public questions 24 hours a day.
Most people use interactive telephone systems daily to do things such as banking balances, credit card management, clock control or placement or prescription medicine. Human interaction is not necessary because the IVR system only allows limited access to the database, although there may be the possibility to switch to a live operator during working hours. Systems are also used to report problems with extracurricular cable or services and planning meetings with the government or state authorities, such as the Ministry of Motor Vehicles. Integration of text functionality (TTS), IVR systems can also provide dynamic information such as Počastrength, messages, operation, or report reports.
Campaigns, polluters and surveys also use IVR systems. In these cases, the system brings outgoing calls. The recorded voice asks questions and asks simple answers such as "yes", "no" or "undecided". Depending on the application requirements, it could have a very limited or extensive built -in voice recognition technology. The answers can also be directed via the phone keyboard and, for example, to ask the respondent to press 1 for YES and 2. IVR automation allows you to reach many more people than through truly manning phones.
Usually IVR systems are installed internally, but there are also "outsourced solutions" or OSP providers. These providers keep the system in their own premises and integrate it through the client network. OSP solutions have advantages and disadvantages. RangingThe feast includes avoiding the installation of Anová's infrastructure and supplying employees to maintain the system. Disadvantages may include a set of functions or templates that may not be useful to the company's business model, as it would like to, and submit control of critical functions.
poorly designed IVR systems are often criticized by the public for not providing easy or useful help. The aim of any system should be to get the customer what it needs in as few steps as possible, while allowing security and logistic needs. Many systems are available in a number of complexity, and solutions can help companies balance the right solutions for their needs.