IVR Systems – Features and Benefits
An IVR system, also known as Interactive Voice Response system is an effective, high performance tool, which is fast emerging as a durable platform that enables organizations to stay connected with their customers through DTMF tones as well as voice interactions without any assistance from humans. Simply through the use of keypads, IVR allows businesses to carry out routine outbound notifications and entertain inbound enquiries flawlessly and in an economic manner.
IVR is a highly scalable platform that can be modified as per the business need to integrate with different hardware such as Synway, Keygoe, and Dialogic etc. It is designed to allow a scalability range from 4 to 128 E1's in every setup in addition to facilities like CDR and voice recording. You can increase and decrease the complexity of an IVR system. The system is easy-to-integrate with any third party database, be it an e-commerce payment gateway, banking, telecom, travel, order placement or insurance. An IVR system can also be easily integrated with any speech recognition and Text To Speech (TTS) engines; thus adding to its long list of functionality.
With the help of this highly flexible and user friendly system, it is now possible for organizations to offer customer services even after office hours. By simply using an IVR system, business communication has reached a whole new dimension. IVR systems have enabled smaller firms as well to display enterprise-level performance standards.
Some of the most common uses of an IVR system include outbound notifications such as – payment / appointment reminders, scheme related calling, introduction of new plans to customers. IVR is also useful in collecting information from customers through inbound communication on product delivery, return and refund related calls. These communications can also be made into two-way dialogues for better user experience.
Here are some of the most prominent features of an IVR system –
- It features a very easy to use and simple Graphical System Design Interface
- There is a provision to support a large number of telephone lines both on digital as well as analog platforms. The number can be scaled up or brought down as per the business need with ease.
- IVR offers advanced options of call switching and screening for enhanced user experience
- It is easy to integrate with different databases and therefore, emerges to be a highly flexible system
- One can easily retrieve data from an IVR through the playback option
- It can be used on a multi-lingual platform as well due to easy conversion of text to speech
- Companies with multiple divisions and branches find great use of IVR, as call transfers to any other extension is very quick, easy and hassle-free
- It offers a convenient solution for maintaining call logs with full user details
- An IVR offers convenient flow selection on both DNIS (Dialed Number Identification Service) as well as, ANI (Automatic Number Identification)
Benefits of using IVR systems –
- IVR makes it easy for a company / organization to manage its customers in a systematic manner using a series of menu-based options that allow quick information collection without the need of involving an agent.
- It being a multi-lingual platform, companies are now able to attend to and answer the questions of all customers with ease.
- Call routing is quick, convenient, and appropriate based on the customer inputs / options entered and captured data during the call.
- Organizations can now offer voice mail option to their customers so that they can request for a call back and also leave their questions for quick response within the earliest possible time frame.
- IVR allows easy management of sudden and unexpected call volumes without any hassle.
- Staffing need not be scaled up to handle increased business calls. With IVR the same number of customer care executives can handle larger call volumes as well.
- Data management and any subsequent market research based on that data have become very easy with IVR systems.
Source by Carlodanie Jenne