Interactive
voice response
Interactive voice response system is an automated
telephony technology that allows customer to interact with callers, gather
information and connect call to appropriate recipient. An IVR system provides
choice to select option by pressing digit. The press of digit on the telephone
keypad sends a DTMF tone to the company host system which than select
appropriate action according to digit press. IVR basically handle high volume
of phone call, through this business can reduce cost and improve customer
experience. Interactive voice response allow caller to get information they
need 24 hour a day without the need of costly human agents. Interactive voiceresponse system helps company to reduce their labor costs by using automated
system to answer routine queries by customer.
Interactive voice response system also be designed
to recognize human voice & respond accordingly. Depending on the need of
any business & the type of system used, IVR may consist of hardware and
software. In some cases, if the IVR is being hosted in an external data centre
just need the data connectivity.
Uses of IVRs:
Interactive voice response can be used to automate
just about any task. If business data reside on any kind of database (MYSQL,
Oracle, Access, FoxPro, Even excel ETC.) IVR can read and write it.We all are living in
a digital technology where people can make use of certain technologies to let
go for manual tasks that can systematically have cut cost. IVR technology can
further improved as there are still some misses depending on how the machine
captures the voice of customers. Thus, instead of hiring people to respond to
people, companies can just buy into the idea of IVR and automate the whole processes.
