IVR - Interactive Voice Response technology
What is IVR?
IVR software delivers information and allows two-way interaction with a caller without the need for staff to handle calls. Callers are asked to select an option from a telephone voice menu which then interfaces with a computer system to direct the call to the right department and to give or record information. Speech recognition is now a feature of many IVR applications. IVR definition from Wikipedia.
Benefits of IVR technology
IVR systems have been criticised as unhelpful and difficult to use due to poor design and lack of appreciation of the callers' needs. These legitimate criticisms relate to poor implementation, not to the system itself. A well designed IVR system connects callers to their desired service promptly and with minimum complexity, and is appreciated by both customers and businesses alike for increasing call handling speed and efficiency. Reduced dependence on staff to handle calls delivers real business benefits: lower costs, increased call handling capacity, easy customer access to information and feedback can be recorded easily.
IVR Case studies
- needed a system to provide regular updates to incident-affected customers, interfacing with computerised fault management and maintenance systems. By working side by side with WPD staff, Square Systems were able to help develop a system that could be maintained, supported and onward developed in house.
- needed a new IVR booking system that could be integrated with the existing membership database. Square Systems provided an IVR application which resulted in reduced average call time for booking courts, better time management by receptionists and improved service to face-to-face clients.
- IVR survey Opinion-8 : IVR survey technology developed by Square Systems. Callers who agree to take part in a survey respond to a set of pre-recorded questions. Because the system is automated companies can gain feedback from a lot of customers at very low cost. Results are compiled and immediately available to view on a secure website.
IVR features
Features of IVR systems we offer include auto-attendant, intelligent routing, text to speech, voice recognition, and database integration.
Contact us now to discuss your requirements. Whether you need a small system to handle a routine task, or a system that can handle millions of calls per month, we will be able to help.