Interactive Voice Response
Interactive Voice Response (IVR) is an umbrella term for a variety of Computer Telephony systems and applications. In business terms, it refers to a large suite of software-based communication solutions which provide an interface for callers to interact with computer systems using touch-tone keys.
Today, many IVR systems now have speech recognition built in, so callers can talk directly to the system rather than using telephone touch-tone keys. We can develop and integrate our IVR systems to interface with or connect to your database to provide your customers with a better customer experience (CX).
We can also host equipment in order to provide your customers with the information they need and in any format. We can provide a host of reporting tools including automatic regular report generation of call statistics or customer data specific to your solution.
In addition to our legacy telephone IVR solutions we provide, we also provide Visual IVR solutions. This basically moves the initial part of a customer interaction from the telephone (i.e listening to menus and pushing buttons) to devices like a smartphone, tablet or computer.
With Visual IVR, customers enter their information online, as well as what type of customer service they require. Calls can be routed instantly without going through a touch-tone or voice-activated menu. Instead, customers can connect with a customer service representative directly on the website or they can receive a call back from a qualified representative.
Callers can also receive a number to call via sms which will connect them with the right individual. In fact, most of us uses services and interact with service providers everyday using some form of IVR system.
An IVR system can be rapidly designed, developed and deployed for use by any small to medium size (SME) business as well as individuals operating a small office—home office (SOHO). An Interactive Voice Response system is an invaluable asset to businesses especially in areas of automated call distribution and handling, self-service and intelligent call routing, and dealing with enquiries.