Interactive Voice Response

IVR - Interactive Voice Response

With interactive voice response (IVR), humans can interact with a computer by using dual-tone multi-frequency signaling (DTMF) sound input using a phone's keypad. More commonly known as "touch-tone" technology, DTMF produces two tones composed of different frequencies that cannot be imitated by human voice.

In telecommunications, interactive voice response (also referred to as "automated attendants") lets people communicate with a host system using speech recognition software or keypad functions, which then allows customers to self-service inquiries they may have following interaction with the IVR system. By responding with dynamically generated or prerecorded audio to user questions, IVR systems can manage nearly all functions associated with apportioned interfaces.

Benefits of IVR

  • Can efficiently manage enormous call volumes
  • Eliminates live agent costs
  • Enriches customer experience
  • Permits business to operate on a 24/7 basis, boosting a company's professionalism and reliability
  • Resolves customer queries without needing to make them wait for an available agent
  • Makes start-ups and small businesses appear larger and more authoritative
  • Enables prioritization of select customers using Dialed Number Identification Service (DNIS) or other ID technology
  • Ensures applicable languages are used to convey important questions and messages
  • Automates transference of customers to a live agent if they need further assistance
  • Useful to research organizations asking sensitive questions (consumers feel more comfortable answering to a nonhuman system)

In addition, IVR technology also logs detailed call information so that businesses can more efficiently generate internal performance and auditing reports.

We Can Help Develop a Customized IVR Host Application for Your Business

If you would like assistance creating an IVR application specifically designed to accommodate your company's needs, we have a team of IVR technology experts who can analyze, build, deploy and optimize IVR as well as other other outbound applications. We'll design a state-of-the-art voice-user interface, build call flows and audio prompt recordings and integrate an IVR system with call center technology.

Examples of custom IVR applications we have developed for our customers include voice mail processing, clinical IVR surveys, order status and processing, credit card processing and customer satisfaction questionnaires.

With years of experience developing IVR software and hosting solutions, we have helped clients all over the world dramatically decrease overhead expenditures, streamline all facets of business operations and consistently increase revenue. In addition to providing IVR assistence, we also provide automated speech recognition, voice-user interface, third-party integration and text-to-speech technology.

To learn more about the advantages of having IVR technology reinforcing the success of your company, contact us today to talk to a representative who will be happy to answer your questions and direct you to the appropriate department.