Short for Interactive Voice Response, IVR is a technology that automates interactions with telephone callers. Businesses are increasingly turning to IVR to reduce the cost of common sales, service, collections, inquiry and support calls to and from their company.
IVR technology does not require human interaction over the telephone as the user’s interaction with the database is predetermined by what the IVR system will allow the user access to. IVR solutions can use pre-recorded voice prompts and menus to present information and options to callers, and touch-tone telephone keypad entry to gather responses. More modern IVR solutions also enable input and responses to be gathered via spoken words with voice recognition.
For an example, banks utilize IVR to provide customers with access to up-to-date account information, instantly and easily, without having to speak directly to a person. IVR technology is also used to gather information, as in the case of telephone surveys in which the user is prompted to answer questions by pushing the numbers on a touch-tone telephone.
IVR is essentially a telephone technology in which someone uses a touch-tone telephone to interact with a database to acquire information from, or enter data into, the database. Other IVR solutions include flight schedules, product details, order status, movie show times, and others. Additionally, IVR solutions are increasingly used to place outbound calls to deliver or gather information for appointments, past due bills, and other time-critical events and activities.
If you are tired of the frustration caused by your existing voice platform or hosting provider, let our IVR answering services provide an easy, intelligent, and agile way to reduce your telephone support costs and delight your customers. We can provide you with a completely or partially outsourced IVR hosting solution that provides your company with robust, reliable IVR while avoiding upfront investments in hardware and staffing or training.