IVR – short for Interactive Voice Response – is a technology that automates interactions with telephone callers. Enterprises are increasingly turning to IVR to reduce the cost of common sales, service, collections, inquiry and support calls to and from their company. Historically, IVR solutions have used prerecorded voice prompts and menus to present information and options to callers, and touch-tone telephone keypad entry to gather responses. Modern IVR solutions also enable input and responses to be gathered via spoken words with voice recognition.
IVR solutions enable users to retrieve information including bank balances, flight schedules, product details, order status, movie show times, and more from any telephone. Additionally, IVR solutions are increasingly used to place outbound call to deliver or gather information for appointments, past due bills, and other time critical events and activities.
To deliver or leverage IVR, an enterprise requires:
IVR Applications

• IVR platforms are the “server and operating system” hardware and software platforms on which IVR solutions run.

IVR platforms at a minimum provide the ability to play and record prompts and gather touch-point input. IVR platforms may also offer the ability to recognize spoken input from callers (voice recognition), translate text into spoken output for callers (text-to-speech), and transfer IVR calls to any telephone or call center agent.

• IVR applications are programs that control and respond to calls on the IVR platform. IVR applications can either be developed by an enterprise, by an IVR development shop, or by companies that offer canned IVR applications.

IVR applications direct the IVR platform to prompt callers, gather input, and transfer callers to other phones. IVR applications also call on existing back-end database and application servers to retrieve records and information required during the course of call.

Back-end Servers

• Back-end servers are existing enterprise servers on which the required customer or corporate data can be found.
• Back-end servers can include databases, mainframes, Java or other application servers, and third party information services and solutions.

Telephony Infrastructure

• Telephony infrastructure includes telephone lines, call switching equipment, and call center Automatic Call Distributors (ACDs).
• Telephone lines for IVR can be standard analog lines, digital T1, or digital ISDN lines. These lines are connected on one side to the IVR platform and, on the other, to call switching equipment including Telco switches, Voice over IP gateways, and corporate PBZ’s; or in some cases, directly to call centers via an ACD.

IVR Experts

• IVR experts include employees and consultants who know IVR technology and challenges well.
• Ideally, IVR teams should include one or more members who have experience with IVR integration, configuration, reliability and redundancy, application development, and IVR solution deployment management.

A Custom IVR System will provide the caller self-service functions such as account balance inquiries, office locations, and other FAQ. We help satisfy up to 50% of callers’ needs without having to connect callers to a live person.
Other features of a custom IVR System include:
Voice Recognition, Voice Verification and Text-To-Speech Functions – The technology recognizes callers voices and allows the option of voice response or key presses for rapid data collection.
Database Access – Callers can get real-time information when your IVR System connects to your database.
Multiple Language Options – Attract a wide range of customers: set prompts and questions in your language of choice.
Detailed Reporting – Customized reports are available to show number of calls received, length of calls, options chosen and much more. All reports are available through a Web interface.
Fax on Demand – Fax stored documents. You don’t need a fax machine – handle all fax interactions through your IVR System.
Telephony-based Locator Services – Customers can find the nearest office to a zip code.
Voice Broadcasting – Send outbound voice broadcasts for emergencies, appointment reminders, and updates.

Make IVR customer service part of your IVR System. A Call Center cam be fully integrated with your IVR System and can be added on as an option.
– Hosted IVR Solutions – Save time, money, and avoid hassle.
– Fast implementation
– Flexible architecture evolves with changing requirements
– No drain on internal resources and infrastructure
– No term commitments
– No large up front capital investment
– Eliminates stranded investments in hardware/software
– Flexible pay-per-use fee structure

IVR Uses
IVR technology is most commonly found in the call centers of companies seeking to improve their customer service, reduce costs, and expand their call center operations.
IVR can help:

• handle high call volumes
• service customers after normal business hours
• improve customer service
• lower call center costs
• prioritize customers so urgent calls are handled quickly
• automate an outbound call campaign

Key IVR Benefits

• Intelligent call routing allows your customers to reach the right agent every time.
• Integrate your IVR system with internal applications to improve your call center operations.
• Expand your ability to get feedback from customers with surveys that populate your database from your IVR solution.
• Advanced call routing allows your team to be accessible via cell, land line, or even another IVR system.
• Reduce idle time in your call center with outbound campaign management.

What to look for in an IVR solution
The best IVR solutions should do more than detect voice and keypad inputs. An IVR solution should be a critical application that can scale with your business needs. Below are just a few of the things you should look for in an IVR solution:

• Simple management tools that make IVR changes in real-time.
• Scalability to handle a virtually unlimited number of calls.
• Robust, real-time monitoring and reporting.
• Integration with your back end applications and databases.
• Easy, quick deployment

Flowchart of Personalized IVR System