IVR
software allows companies to build custom IVR systems that can be used for providing automated self-service to inbound callers.
IVR lets callers interact more intuitively with automated systems, at the same time providing significant cost reductions in comparison to human operators.
IVR call flows are designed in VoiceXML (News - Alert), SALT, or using proprietary interfaces. Many commercial software packages are available. Also, most open source PBX
packages provide IVR support.
IVR applications at many companies haven't changed from their original purpose for screening and steering calls and allowing customers to perform basic transactions. In spite of changes in how customers communicate with companies, many organizations still use IVR applications the same way they did when IVR was first introduced 20 years ago. IT managers should consider using IVR not just for basic call handling, but also for improving customer experience and delivering higher-value interactions. In addition to supporting new functions, upgrading IVRs to standards-based platforms also grants more cost-effective management and improved flexibility. The phone remains a crucial communication channel, and IT managers must consider better ways with which to improve their customers' initial contact with a company.
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.
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