Home  Products and Solutions Introduction to IVR |
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| What is IVR? |
| Encoded designs and develops bespoke interactive voice solutions to your specific needs. We provide full consultancy before and after each sale, and continuous performance reviews ensure that your solution is perfect for your requirements and fulfils all business objectives. |
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Interactive voice response (IVR) systems act as an interface between your customers and your business information systems. Callers typically use touch-tone or speech recognition (depending on the application and environment) to interact with the system, retrieving and submitting data from databases and 3rd party networks.
These solutions are designed to make your business processes and communication more efficient - improving your customer service levels whilst simultaneously reducing your costs. IVR software enables companies to build custom Interactive Voice Response (IVR) systems, which can be used to provide automated self-service to inbound callers. IVR enables callers to interact more intuitively with automated phone systems, while at the same time providing significant cost reductions over human operators. |
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Interactive Voice Response System (IVRS) is the generic term given to applications that integrate an organisation's telephone and computer system to become a voice computer that transforms the caller's telephone into a terminal capable of directly accessing information and services. Interactive Voice Response (IVR) systems allow the publishing of corporate database information through an interface familiar to everyone, the phone. It is a database interface technology, combining computer telephony hardware (a PC or server with telephony interface cards) and software. It allows a person to ask questions and provide answers by pressing keys on their touch-tone phone.
With the Interactive Voice Response (IVR) capabilities you can automate some or all of your customer interactions. IVR gathers customer information and matches it with data from back-office systems to fulfil customer enquiries or requests without the need to transfer to a live agent. Your customers can find quick answers to basic questions and avoid long hold times and your agents are afforded more time to handle complex, potentially revenue generating interactions. |
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Popular applications include contact centre management, automated credit/debit card payments, account self-service and data capture.
IVR transaction costs can be up to 80% lower than using live operators, and provide a more accessible alternative to online transactions.
Basically it informs customers while they are waiting, providing options for messages or live agents. Your customers save time waiting in queues and are made to feel that choice has been put back into their hands.
From a business perspective there are many business benefits from reduced staffing expense, better capacity management through the ability to route calls by agent skills and customer value. Also there is the benefit of real time access to information and direct feedback from customers through marketing surveys either while waiting for an agent connection or after a live call. |
