Why IVR is Critical to Revenue Growth

Despite the growth of alternative digital communications channels, voice continues to be the driver of business success globally.  When customers or prospects need help or want information, the easiest way to find it is by picking up the phone and calling.  That’s especially true in today’s mobile-first world where people tend to engage when they may not be able to use other channels, such as while driving to or from work. That’s why IVR is as important as it has ever been and is tied intimately to business success.  If you aren’t able to deliver on expectations at the first point of contact, you run the very real risk of losing business.  Allison Smith (News - Alert) understands the value of IVR – she is the voice behind the IVR systems many of our businesses use, and she is ready to share some of her experiences on what makes a good IVR – and what doesn’t – at ITEXPO (News - Alert) 2019 in Ft. Lauderdale, Florida.  Knowing that, I took the opportunity to ask Allison about some of the major trends impacting businesses and how they are changing what companies are able to do with their IVR systems. 

Please tell us a bit about the latest news at your company

We have been awarded the contract to voice and produce the IVR for Samsung (News - Alert) worldwide. My voice is also being developed as an upgrade to Amazon Alexa on specific apps.  It was a very exciting year for The IVR Voice.com, and 2019 promises to surpass any and all goals.

What pains are you taking away for customers?

We educate customers on the importance of taking IVR beyond a method to shuttle callers to various departments and we encourage clients to use the IVR as part of their branding. The pain we take away from our customers is the pain of blah, nondescript IVR that the bigger IVR agencies seem to churn out, cookie-cutter style.

How is cloud acceptance changing how your customers or you company operates?

Our ordering portal makes a secure, turnkey ordering process that’s simple, easy and secure, allowing orders to be ordered and retrieved securely on the cloud. It’s made our process of fulfilling orders even faster and more seamless than ever.

What are the most important recent communications technology innovations in your industry?

AI, IoT, and more product-centered applications are gradually becoming more of our core business. IVR will still always have relevance!

How is mobile changing your business strategy?

Mobile necessitates self-serve, turnkey paradigms, all of which still requires voice commands.

Do you think the FAANG (Facebook, Amazon, Apple, Netflix, Google (News - Alert)) companies will ever face serious competition?

It’s doubtful.

How is open-source changing technology and how your company does business?

I have long worked in Open Source and I’m the voice of Asterisk (News - Alert) and FreeSWITCH. My focus is more on Enterprise telephony, but I will always serve the Open Source community.

What implications does AI have for your business and your customers?

As customers achieve a level of comfort in interacting with AI, there will be more demand for personable, engaging organic voice prompts. Good news for me and my company all around.

What is the greatest opportunity facing your industry? 

We at the The IVR Voice.com are in a unique position: While there are large behemoth agencies that contract voice talent for the telephony industry, I – with my years of experience and already branded and recognizable voice – am in a position to offer a competitive product with a small-company touch; faster turnaround than any of my competitors; and a level of service which is unprecedented.

What is the greatest challenge?

The limitations of a lone human voice recording for a worldwide client base – and getting busier.

What do you hope to achieve at the event?

My goal is twofold:

1. To educate about the importance of creating memorable, distinctive IVR, and
2. To emphasize that service is everything – and bigger is not necessarily better.

For speakers:  Why should your session be on the list of must-attend sessions at this year’s conference?

Seldom is the topic of the “feel” of IVR discussed. From my unique vantage point as a professional telephone voice, recording IVR day in and day out, I have a special perspective on the mistakes that companies make with their IVR – and I provide concrete, solid, and entertaining solutions on how to fix it.

Allison will be expanding on many of these topics and providing firsthand experience as a professional voice talent working with IVR systems in her session, 10 Tips for Creating a Revenue Generating IVR, taking place at 1:00pm on Wednesday, January 30, 2019.  If you haven’t already made your plans to be in Ft. Lauderdale for ITEXPO 2019, now is the time to register.

Edited by Erik Linask