Interactive Voice Response, otherwise known as an IVR, is a program that receives a mix of touch-tone keypad selections and voice telephone input. It then gives messages that are appropriate in the form of e-mail, call back, fax, voice or other forms of media. The IVR is basically a part of a larger program that would include access to database.
What the system really does is answer phone calls, ask questions, and answer them for the client. It's like a customer service representative, operator, secretary and virtual receptionist all in one. The system is a very useful program for clients who are looking to use an automated business approach with the use of a phone.
A client who wants to install this kind of software needs to have a computer with special hardware known as a telephony card or telephony board so that the calls can be accepted.
Callers or customers are assisted through the options in the menu. They are asked to select from among them. The less complex IVRs can only accept keypad input by decoding keypad tones and routing calls accordingly, while the more complex ones utilize voice recognition technology that allows customers to speak their choices. A lot of these automated systems utilize something called "text to speech" technology to come up with custom responses to customers with information such as account balances or flight details.
This kind of software is also guaranteed safe and confidential. A temporary pin would be used for the first time, and then the system would require the user to change the temporary pin to a more personal one. Every time a client calls into the system, it would ask him or her to enter a 9-digit ID number and 4-digit pin. Of course, these numbers need to be kept private to ensure confidentialtiy.
There are a lot of other benefits this system can offer, too. Clients are increasingly turning to telephone automation for help with areas other than customer service. Examples of areas suitable for automation include employee training and monitoring, internal operation management, and phone research.
While this kind of software can make a company's clients extra happy, this outcome is never guaranteed. Once a customer calls the company, he or she would normally expect to get complete, speedy and thorough service. If the call gets routed to the appropriate department, everything will run smoothly. However, if the call doesn't go the way it should go, the customer might get disappointed and choose a different company instead.
When he's not writing about communications technology, Jay E. Coop consults with contact centers. Get more information and hear audio samples at: http://www.smartaction.com/ or www.smartaction.com/resources/audio-samples
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