IVR Systems, which incorporates Interactive Voice Response, or IVR, is software for creating and managing call center or customer relationship management applications that automatically record key actions and responses to queries and interactions. By collecting data in an integrated manner, such applications can respond to basic or advance customer requests with prompt, informative, or personalized messages, or even automatically demodulate certain business transactions. With the leading IVR solution products from IVR Software Solutions, a call center can now automate even more processes and enhance both revenue-generating potential and overall customer experience.
IVR systems, which often include a host of pre-loaded or custom IVR prompts, are commonly used for customer support or automated lead management. They can be configured to capture a wide range of common interactions, such as inquiry, approval, rejection, or reminders. In fact, IVR systems can be used for virtually any business-related process, including appointment scheduling, product or service selection, order confirmation, or phone forwarding. This versatile technology allows IVR systems to manage or record a wide variety of business-related activities.
When IVR recording are used as telephone message/calls waiting systems, the system will first review each incoming call and assign an appropriate IVR prompt. The caller will then hear a prerecorded telephone message alerting him/her to the upcoming IVR prompt. The message will vary according to the type of IVR system being used, but most IVR systems are equipped with an extensive library of voice prompts, each with its own unique audio message.
Each of these prompts is assigned a value based on the type of application in which it is needed. For example, if you are using an IVR system to track customer records, you would use different IVR prompts for different types of transactions (customer inquiry, approval, etc. ), each with its own assigned value. Once the customer confirms his/her selection, the recording will be saved and can later be played back using the appropriate software program.
IVR systems that record inbound calls can playback these recorded phone messages in various applications such as an IVR for sales and service, an automated attendant, or a live operator. To maximize your investment and profits, you can also use IVR recording in combination with IVR hosting and Interactive Voice Response (IVR) systems. IVR hosting allows multiple inbound calls to be recorded and placed into one IVR; this way you only need to monitor the activity of your IVR system when you need to. To further enhance your business, you can take advantage of additional commands for handling inbound calls. For instance, you may have a system that automatically plays the 'call back' button when an inbound call is answered; by using another IVR system that automatically plays the 'press 1' command when a customer places an inquiry, you can maximize your returns.
IVR hosting and Interactive Voice Response (IVR) systems work well together because they allow you to automate tasks that would otherwise be tedious and time-consuming. The IVR recording can be played right when a customer presses buttons on their IVR; the client is immediately prompted with a message indicating that the caller is calling to speak with a live agent. Since a live agent always responds more quickly to customer requests than a mechanized recording, the IVR recording will not waste time in recording the information and sending it to an answering machine. The same goes for the 'press 1' command - it will be pressed automatically upon receiving an inquiry from a live agent.
