INTERACTIVE VOICE RESPONSE SYSTEM FOR BETTER CUSTOMER INTERACTION

Interactive Voice Response or IVR is a computerized programmed system that deals out with the interaction between people and the computer’s database generally using telephone. With this technology customers are directed to prerecorded messages to clear customer queries. It is quite better than conventional customer service procedure as in this the caller does not need to wait anymore for the customer support executive.

IVR: First Appearance

This IVR system is not a latest innovation, rather its presentation is new. It was first set upduring the 1970’s for call center centric uses and it was quite expensive as well as the technology wascomplicated. Earlier the system vocabulary was limited that it was unable to recognize words and provide appropriate answer.

But at present, IVR system is totally modified and has an extensive choice of vocabulary that the program is now proficient to identify more options are able to answer using the previously saved menus. Besides this it isnow has become more logical and cost effective. At present in the highly competing business field the entrepreneurs are exceedingly investing in Interactive Voice Response systems to buy IVR in order to help in gathering more information about the potential customers and to better the customer support even with huge call quantity.

Uses of Interactive Voice Response System

IVR system for the most part is used in the call centers of businesses looking for advancement in their client support services,cost reduction, and the expansion of their call center maneuvers. IVR can help the businesses in:

· handlingvast call level

· providing support service to customers 24x7

· developing customer support system

· loweringcosts regarding usual call center schemes

· handlingurgent calls quickly by customer prioritization

· automating outbound call operation

Let’s Identify the Benefits IVR Offers

There are lots of large to small businesses who have bought this system service and seeing progress in their business. But those who are still thinking to buy IVR to develop their business, let’s identify the benefits of Interactive Voice Response system for them.

The importance of using IVR systems is continuous. It is not only a system to save the customers’ valuable time, but it also saves the customer service cost. And besides these, at present customers are furtherprone to settle with companieshaving better and faster customer support services.Sources identified that by 2020, the consumers will deal with more or less 85% of the association with those companies dealing with Interactive Voice Response program.

Chief Benefits at a Glance

· customers are directed to reach the right representative every time due to smart call routing

· integration between the company internal applications and IVR system improves call center operations

· expands the prospects to get more feedback from customers with surveys that occupy database from IVR solutions

· highly developed call routing allows business team to be easy reachable through mobile phone, land phone, or even one more IVR system

· with outbound campaign management reduces in operative time in call center

IVR Solutions: Key Features to Consider

While buying IVR systemskeep in mind to consider some key features. The best promising IVR solutions should offer services more than censoring voice and keypad inputs. This IVR solution needs todeal withsignificantconsequences that can balance with the company business requirements. Below are just a few of the factsone should look for before they buy IVR solutions:

· There should be simple tools to manage the real time IVR changes to make it easy and effective.

· It has to have the ability to handle unlimited calls from the customers.

· It should provide real time and strong monitoring procedure. It also has to make the reporting process best.

· This system should be integrated with the back end applications and the databases so that the service can run efficiently.

· It should have the ability to deploy data with ease and quickly.

There are many reasons to choose the hosted system of solution:

· The conventional system placed onsite requires huge cost.

· On the other hand the hosted IVR can distribute the data within an hour instead of a month. Hence the cost will be reduced to great extent.

· The people will be assured with the zero maintenance cost with the IVR solution.

· The IT department will not be needed to maintain separately the IVR hardware.

There have been various points shown why the customers will take the decision to buy IVR. They are assured to get the best IVR service and they will be able to run their business without any hassle and efficiently