Interactive Voice Response (IVR) provides fast access to data and information while automating routine business and contact center tasks. IVR software solutions are used for improved customer service, customer databases, account status, voice mail, help desks, call center unified messaging, etc.

IVR solutions automate both data distribution and data collection. In other words, they integrate your computer and phone systems into a voice computer and transforms the caller's phone into a terminal able to directly access information and services. IVR prompts callers for data that they enter using their phones’ touchtone keypads. The system then accesses database records and can give information to the caller or ask for more information. Callers can interact with critical data in various enterprise databases to retrieve and enter information, all without intervention by a contact center agent. IVR can also collect caller information such as product orders, credit card information, and market surveys. IVR provides a voice for your data!

IVR benefits for customer service:

• Provides 24-hour self-service access to data, information, and services
• Speeds up access to services, data, and information through immediate and real-time interaction
• Can use PINs or passwords
• Provides comprehensive database access for customers who need information and data quickly

IVR benefits for management:

• Allows extended operational hours 24/7 without increasing staff
• Eliminates routine, repetitive, and costly tasks for agents
• Reduces agent turnover by improving job satisfaction
• Provides low-cost, multilingual support
• Increases overall capacity without increasing costs or personnel
• Provides access to live agents only when necessary

Find out more about how IVR applications can benefit your organization by contacting us.