Interactive voice response systems, or IVR, are a new type of technology that allows a computer to detect voice and keypad inputs. IVR technology is used extensively in telecommunications and has also been recently introduced for use in automobiles for hands free operation, such as satellite navigation, audio and mobile phone systems. IVR systems can be set to respond with pre-recorded or dynamically generated audio to further direct users on how to proceed, and can be used to control almost any function where the interface can be broken down into a series of simple menu choices. Many telecommunication companies use this type of technology because it’s great to deal with large volumes of calls.
 

There are many different websites that can help you to design an interactive voice response to suit your needs. One such website is www.ivrsoft.com, which is designed to easily create, run and maintain interactive voice response systems for both inbound and outbound call centre and voicemail systems.
 

IVR systems are used in many different businesses mainly to deal with high call volumes, reduce costs and to improve the customer’s experience. A few different examples of IVR systems that the typical person deals with on a regular basis are telephone banking, televoting and credit card transactions. Even the operator is now automated. In the past, you would dial zero and get a real person at the other end of the line, but now you dial 411 and get an automated system to find the number for you. There are still real people working at the company because not everyone can find what they are looking for through the automated system. Sometimes the computer doesn’t understand the words you are telling it, so a real person has to come on the line and help you out. It does save them a lot of work though, because the automated system can help the majority of people get the information they need.
 

IVR systems are also used for entertainment and information uses, such as at theatres to inform callers of what movies are playing and at what times, and for voting on television show polls such as on American Idol. There are phone numbers you can call to get automated updates on local road conditions and weather forecasts.

Hospitals and some doctor’s offices also use interactive voice response to give patients access to confidential test results, to preserve privacy or avoid the embarrassment of having to talk to a secretary or lab personnel about it.

 

Studies have shown that the use of automation in a contact center can reduce the overall expenses of a company by as much as 30 percent, which is the same amount you would get in outsourcing. However, outsourcing can cause cultural and language barriers that cause many of your customers to become frustrated as a result.