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Home Page > Technology > Interactive Voice Response Systems
Interactive Voice Response Systems
Posted: Jun 18, 2009 |Comments: 0
|
Interactive Voice Response Systems
By: David Nalin
About the Author
Want a more efficient call centre? Or do you want to help your customers connect with you easier while cutting your costs? Informatel’s cutting edge
IVR or Interactive Voice Response technology, robust infrastructure and 20 years of IVR experience will deliver just that. The company also have special offers for speech recognition and automated phone services.
(ArticlesBase SC #978924)
Article Source: http://www.articlesbase.com/ – Interactive Voice Response Systems
What are Interactive Voice Response systems?
Interactive Voice Response systems, or IVR, are the finest examples of Computer-Telephone Interaction Technology. These systems allow the user to interact with the company they are calling through his/her touch-tone telephone. The caller can speak commands to the database and make changes to information, purchase services and/or goods, and sometimes check the status of orders.
The greatest benefit of Interactive Voice Response systems is that they do not require any kind of human intervention other than voice. By fully controlling and pre-determining the users’ needs, the IVR system helps the user to freely interact and manipulate data within the system.
How do Interactive Voice Response systems work?
The inner workings of IVR systems are quite simple. Each word or phrase initiates a search by the system. These keywords, are easily interpreted by Public Switched Telephone Networks (PSTN). The computer, on the other hand, interprets these phrases through a piece of computer software. Simple Interactive Voice Response systems require a computer hooked to the internet via the telephony card and IVR software that stores all the other maintenance tasks of the system.
These days, various kinds of Interactive Voice Response systems are available like an IVR system with voice-recognition software –a security feature that gives access to computer systems through recognizing one’s voice. Another type of advanced IVR system is that which has text-to-speech software. With such systems, there is practically no need to pre-record the answers for all the possible customer queries. The system automatically responds to the customer queries either through text messages or via automated voice messages.
The most advanced Interactive Voice Response systems are based on VXML (Voice Extensible Markup Language). The chief components of such IVR systems are PSTN or VoIP network, TCI/IP network, web server, VXML telephony server and a database.
Applications of Interactive Voice Response systems
IVR systems are commonly used in those sectors that cater to a vast range of customers like banks, airports, call centers, multiplexes, universities, department stores, hospitals, and many more. In these areas, it is usually difficult to provide services to all the customers on one-to-one basis. Interactive Voice Response systems provide an efficient mechanism to provide superlative services to businesses of all types.
Advantages of Interactive Voice Response systems
It is unusually difficult to answer each and every phone call; IVR systems make this process simple. The customers feel that their needs are fulfilled in a timely manner. Another advantage of Interactive Voice Response systems is that they are always on the clock. Thus, the customers can get answers to their queries 24-hours a day, 7-days a week. Lastly, these systems induce confidence among your customers by making your small organization look very large.
One thing for the small business owner to consider is, when your company grows to where you can no longer support the volume, it is time to move on to a robust system that can handle this increase. It is a no-brainer to include interactive voice response systems in your business’s technology package. You can only get so big. Get there and then let the efficiency of interactive voice response systems work for you!
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(ArticlesBase SC #978924)
David Nalin -
About the Author:
Want a more efficient call centre? Or do you want to help your customers connect with you easier while cutting your costs? Informatel’s cutting edge
IVR or Interactive Voice Response technology, robust infrastructure and 20 years of IVR experience will deliver just that. The company also have special offers for speech recognition and automated phone services.
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Article Tags:
ivr, interactive voice response, speech recognition, automated phone
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Want a more efficient call centre? Or do you want to help your customers connect with you easier while cutting your costs? Informatel’s cutting edge
IVR or Interactive Voice Response technology, robust infrastructure and 20 years of IVR experience will deliver just that. The company also have special offers for speech recognition and automated phone services.
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