Interactive voice response, or IVR, is a phone technology that allows a computer to detect voice and touch tones using a normal phone call. The IVR system can respond with pre-recorded or dynamically generated audio to further direct callers on how to proceed.
An IVR system can be invaluable aid in helping today’s call centers handle large volumes of calls. An IVR can be used to control almost any function where the interface can be broken down into a series of simple menu choices.
There are many aspects to an IVR system, which is a reason Angel.com, an industry leader in IVR systems, will hold a live webinar on Aug. 2, at 2:00 PM Eastern time titled “Introduction to IVR.”
The webinar will discuss key options to consider when planning an IVR implementation, including hosted vs. on-premises, touch-tone vs. speech recognition, and how to organize an effective team..
Some of the key topics include:
Weighing the Options:
--Hosted vs. On-Premise
--Automation vs. Live Agents
--Speech vs. Touch Tone
--VoIP vs. PSTN
Businesses considering an IVR system, will of course want to determine how successful the system is in serving customers—the measuring stick for any call center solution. The webinar will discuss measuring the success of an IVR solution, along with best practice guidelines for designing a customer-friendly IVR application. Moreover, the webinar will cover ten questions to ask an IVR vendor before purchasing an IVR system.
To register for the webinar, please click on this link.
Spencer Chin is a contributing editor for TMCnet. To see more of his articles, please visit his columnist page.
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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 |
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 |
Public Switched Telephone Network (PSTN) | X |
A PSTN number is a dialed call which is switched or connected via a CO switching system called a Class 5 End office or in SS7....more |