Outbound IVRs have less than sterling reputation in most circles due to their association with practices like robo-calling and telemarketing. However companies can make outbound dialers and IVR systems work in their favor, and reinforce the experience as a positive one for their customers.

Technology and voice user interface design innovation are transforming outbound IVR applications from a pain to proactive outreach that are actually appreciated by prospects and customers. While it’s impossible for them to complete replace your communications strategy their advancements allow them to be more of tool than ever in your solution.

VoltDelta’s (News - Alert) DeltaCast suite provides a number of advantages to standard outbound IVRs and a fully customizable interface facilitating a positive customer service experience. With this method you can reach virtually any number of customers, prospects, association members or employees.

The web-based Interface allows for easy updating of a voice message and real-time modification of the list the messages are going to. It’s also easier to schedule delivery and track results. The deployment of a solution like this can work for any number of industries, call center based or otherwise.

“For example, one bank customer of VoltDelta is using its DeltaCast outbound IVR solution to notify customers of inactivity which helps them to comply with new banking regulations. The easy web configuration did not require that IT become involved in the campaign set-up or management.  This bank also combines outbound IVR welcome calls to new customers with seamless conversion to inbound call routing to best agent,” Lauren Maschio Director of Marketing a VoltDelta says.

Outbound IVRs provide a new channel of communication that can generate revenue or increase service levels on top of strategies you’re already employing.

Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.

Edited by Chris DiMarco