Selecting the Right IVR System for Your Environment
July 20, 2011
By Susan J. Campbell
, TMCnet Contributing Editor
With the advancements in technology over the last several years, one of the most beneficial is that of voice recognition software and the IVR (Interactive Voice Response) system. These platforms are used by individuals unable to communicate directly with an individual, professionals who need to rely solely on voice, companies implementing voice authentication programs and so many more. Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Voice recognition is also used within a company’s IVR system to help customers navigate through self-help channels and capture the information needed to make a decision, complete a transaction or solve a problem. Regardless of the needs that voice recognition software can solve, the bigger challenge is how a company or consumer will go about identifying the right solution.
This recent TopTenREVIEWS report highlighted a number of reasons why anyone might need voice recognition software or an IVR system. The article explores specific questions you should ask while considering voice recognition or an IVR system, helping you to create the right roadmap for making the best decision.
The first step in the process in selecting an IVR system is to determine whether or not it will be used in the long term or the short term. A program that is only needed for a few weeks may not require a robust development platform or the associated hefty price. If the program will instead drive all customer communications, it is important that it represents your brand well and delivers the expected level of service.
You also need to determine what you expect the IVR system to be able to do for you or your company. If you are only using it for basic commands to enable a caller to get to the right person on your phone system, you won’t need a solution with a wide array of options. The opposite is true if you expect the IVR system to offer intelligent interactions.
You should also do your best to gauge the type of customer support you will need. IVR systems can vary widely in the industry and if this program serves as the gatekeeper for your company’s phone line, it is important that it is operational and functioning at its best during work hours. Support offered by the vendor should enable you minimal downtime and failover systems should you have bigger problems.
It can be a daunting task to determine the best IVR system or voice recognition software for your organization. The good news is that there are a number of different options available in the market that you will be able to find one that meets your needs.
Edited by Juliana Kenny