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Among the important markets for interactive voice response (IVR) technology are small- and medium-sized businesses. That is due in large part because the routing and handling of customer calls can be too much for the smaller business. They cannot hire designated employees to act only as agents. So they can wisely opt for IVR systems.

By using IVR technology, callers can opt for touch-tone or speech-recognition options. Customers can get their questions answered efficiently, requests can be handled promptly, or concerns directed to the right department quickly.

One company that is of interest to these smaller businesses and their particular needs is Genesys (News - Alert). It provides inbound and outbound IVR solutions. Inbound IVR from Genesys can provide many useful functions. It can automate transactions. It can also capture and analyze data. The outbound IVR solution from Genesys lets businesses send out appointment reminders to customers, as well as provide such useful items as shipment notifications, account activations, surveys, refills and reorders, and closing announcements.

The Genesys IVR solutions can also integrate with customer relationship management (CRM) systems such as Salesforce.

Other options come from inContact IVR software. Via the software, customers can select the help they need, whether it is self-service or choosing to speak with an agent. There are also options for automated speech recognition, text-to-speech, and automatic callback for customers. The inContact IVR solution integrates with CRM, and can work with Salesforce, Microsoft (News - Alert) Dynamics CRM and Oracle RightNow.