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February 04, 2008
What Enterprises Look for in an IVR System
By Brian Solomon, TMCnet Web Editor
There are several key factors most enterprises look for in an IVR  system. Here’s a look at five of the major ones:
- Reliability and flexibility. Because this is so strongly sought-after, the very best IVR systems are based entirely on open web and IP standards.
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The ability to be developed quickly and easily. IVR applications, or programs that control and respond to calls on the IVR platform, cannot be developed by an enterprise, by an IVR development shop, or from companies that offer canned IVR applications. Enterprises need robust IVR applications that can coexist with their existing web infrastructure and experience.
- The ability to work seamlessly with telco switches, enterprise PBXs, VoIP deployments and call centers via digital T1 and ISDN lines, SIP Voice over IP, as well as integration with most leading call center platforms.
- Experienced, standards-centric IVR experts. IVR Experts include employees and consultants who know IVR technology and challenges well. Ideally, IVR teams should include one or more members who have experience with IVR integration, configuration, reliability and redundancy, application development, and IVR solution deployment management. Enterprises are looking for a support team that knows the platform inside and out, and will answer questions in minutes to hours, as opposed to days and weeks.
Brian Solomon is a Web Editor for TMCnet, covering news in the IP communications, call center and customer relationship management industries. To see more of his articles, please visit Brian Solomon’s columnist page.
Don't forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users.
Voice over IP (VoIP) | X | | A real-time communications system that converts voice into digital packets containing media and signaling data that travel over networks using Internet Protocol....more |
Internet Protocol (IP) | X | | IP stands for Internet Protocol, a data-networking protocol developed throughout the 1980s. It is the established standard protocol for transmitting and receiving data
in packets over the Internet. I...more |
Interactive Voice Response (IVR) | X | | A hardware- or software-based computer system that enables incoming callers to interact with voice prompts or verbal commands....more |
(source: http://www.tmcnet.com/channels/ivr/articles/19899-what-enterprises-look-an-ivr-system.htm)
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