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What is Interactive Voice Response?

Every time I called up the customer care department of my insurance firm, I was amazed at the automated voice system that guided me to the right person for resolving my issues. Now, how is it possible for a recorded voice to be played up at the right time that leads us to the right agent? It is the IVR, or Interactive Voice Response, that does the trick!

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What is Interactive Voice Response?

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  1. WhatisInteractiveVoiceResponse? EverytimeIcalledupthecustomercaredepartmentofmyinsurancefirm,Iwasamazedattheautomatedvoicesystemthatguidedmetotherightpersonforresolvingmyissues.Now,howisitpossibleforarecordedvoicetobeplayedupattherighttimethatleadsustotherightagent?ItistheIVR,orInteractiveVoiceResponse,thatdoesthetrick! HowIVRWorks IVRisanamazingtechnologythatfacilitatesinteractionbetweenthecommunicationsystemandthecallerwithoutanyhumanintervention.Wheneveracallercallsupaphonenumberofanorganization,heisgreetedbytheIVRsystemreadsoutamenu,andasksthecallertochoosehisoption.Basedupontheresponse,theIVRsearchesitsinternaldatabasetofindouttheexactextensionwithintheorganizationforroutingthecallto.Thus,youandI,orforthatmatteranycaller,canberedirectedtotheexecutivewhowouldtakecareofourneeds.TheIVRworksbyaskingthecallertopressakeyorspeakparticularwordsforexecutingacommand. NowadaysthereishardlyanycompanythatdoesnotuseIVRwiththeircommunicationsystem.CompaniesthathavetohandlecustomercallsonaregularbasisaretheonesthatmakethemostofIVRsystems. FeaturesGalore ThereareavarietyofIVRsystemsavailableinthemarketandwhileshoppingforanIVR,youwillbepresentedwithIVR’sthatdifferintermsofcomplexityandsophistication.Forinstance,thereisoneIVRthatwantstheusertoonlypressaparticularkeytogetconnectedtoaparticulardepartment.Othersasktheusertoprovidemultipleinputsforcarryingoutaparticularoperationsuch

  2. asinbanksandmedicaldiagnosiscenters.IntelligentsystemscanbeestablishedbycombiningthepowerofknowledgebasedsystemswithIVR.asinbanksandmedicaldiagnosiscenters.IntelligentsystemscanbeestablishedbycombiningthepowerofknowledgebasedsystemswithIVR. • OtherUsesofIVR • TherearemanycompaniesthatevenusetheIVRtoconductpollsandsurveys;thesesurveysorpollscanbeconductedonthousandsofpeople.Allthequestionsarepre-recordedandtheanswerscanbeintheformofasimpleyesorno.Thusorganizationsareoftenabletobuildahugerepositoryofinformationwithoutusinghugemanpowerortime.ThelatestformofIVRisalsoavailablewithTTSorTexttoSpeechwherethecommandscanbeinterpretedfromthevoicedresponseofthecallers.Someexpertsbelievethatsuchtechnologywillsoonreplacetheuseofkeyboardsorkeypadinthenearfuture. • HowYouCanUseIVR • ItisveryeasytointegrateanIVRwithyourorganization’stelephonesystem,especiallyifyouareusingthelatestVoIPorIPbasedbusinessphonesystems.ThereareintelligentinterfacesbuiltforusingIVRwithIP-PBXandrelatedapplications. • SomeintelligentsystemsthathavebeenbuiltusingIVRare: • Stockandbankbalancesaswellastransfers • Pollsandsurveys • Intelligentcallroutinginoffices • Forwardingincallcenters • Orderentrytransactions • Informationlookupbasedonselection • Therearepre-recordedresponsesthatareusedbyIVRfordifferentsituations,keypadcommandandalsothefeaturetorecordthevoiceforfutureuse.TheIVRsystemalsousesCTItodisplayalldetailsofthecallertotheansweringexecutive.Thishelpssaveenormoustimein

  3. askingboringandrepetitivequestions,andimpressingtheclientwithinformationonyourfingertips.askingboringandrepetitivequestions,andimpressingtheclientwithinformationonyourfingertips. IVRhasmadeitpossibletoreducethewaitingtimeforcustomersandroutetheincomingtrafficinanintelligentmannerbymodernphonesystems.ItisalsoamazingtoseehowIVRhelpstomeetthecustomerneedsandstabilizedthefluctuatingcustomersatisfactionlevel. AboutPhoneAM AtPhoneAM,wehavetheknowledgeandexperiencetoprepareablueprintforyourshifttoVoIP.Callustodayandwewillguideyouthroughthewholeprocess. PhoneAmerica Corporationisaleadingsupplierofadvancedtelecommunicationsystemsforsmallandlargebusinessenvironments.Atotalservicecompany,PhoneAmericaservesasasinglepointofcontactfortoday’sgrowingcommunicationneeds,offeringawiderangeoftelephoneequipment,wiring,surveillancesystems,telephonecostaccountingsystems,andvoiceprocessingsystems. Pleasecall(800)836-3601forafreeevaluationofyourcurrentsystemandthesystemyouwillneedtocarryyourbusinessintotheFUTURE.

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