Nearly every consumer has interacted with a VoiceXML (News - Alert) or IVR system, even if they didn’t know the proper term for the solution. An IVR system is used in a wide array of industries, including insurance, trucking services, phone service, auto sales, credit cards, telecommunications and so many more.

Measurable benefits for a company using customizable VoiceXML and IVR applications can include money saved on customers who would have gotten frustrated and left; growing the customer base; enjoying greater profits; saving time by getting the caller to the correct department in less time; organize workshops; gain access to statistics on call center operations; gauge staffing needs; and set up voicemails for workgroups and individuals.

A robust IVR system also ensures a customer can always interact with the company, whether anyone is physically in the location. The information and basic tools needed are always at their disposal as an IVR system enables 24x7 service in a global economy. It ensures the company is able to serve its clients no matter the region or time zone.  

The standard rule applies that it is always more economic to protect the customer base than to try and attract new customers. Therefore, a competitive company today must be able to protect its base and keep current customers happy. The benefits of an IVR system not only help in achieving this necessary customer satisfaction, it also ensures a high level is maintained over time.