Interactive voice response systems offer a lot of relief to the congested call center by clearing the lines before an agent picks up. They can address simple questions and are a much less expensive alternative to expanding your staff. But while IVR systems offer an alternative to hiring more, their outbound cousins have a less than sterling reputation that draws associations to robo-dialers and do not call lists. Businesses can, overcome these prejudices and use outbound IVRs to their advantage.

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 completely replace your communications strategy, their advancements allow them to be more of tool than ever in your solution.

VoltDelta’s (News - Alert) 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.

Advances in IVR technology also allow you to quickly change the message or branding on the call, meaning that they flexibility and customizability will allow this method of contact to remain current for years to come.

 “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 give you a new channel to contact your customers and can be the difference between satisfaction and frustration in your customer service strategy.

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 Rich Steeves