Interactive Voice Response System

About Interactive Voice Response System:

• It is an automated telephone system technology that enables callers to receive or provide information, or make requests using voice or menu inputs, without speaking to a live agent.
• It is powered by a pre-recorded messaging or text-to-speech technology with a dual-tone multi-frequency (DTMF) interface.

• Types of IVR systems:
  • Touch-tone replacement: It prompts callers to use a touch-tone keypad selection to access information. For example, a pre-recorded message might say, “Press one for store hour information,” and the caller would respond with “one.”
  • Directed dialogue: It provides specific verbal prompts to callers depending on their inquiry. For example, the recording might ask, “Are you looking for store hours or location information?” The caller may respond with “store hours.”
  • Natural language: It uses speech recognition to better understand user requests.

• Benefits of IVRS system:
  • A well designed IVR software system can help increase customer satisfaction and improve contact center operations and KPIs. 
  • Particularly during times of high call volume, an effective interactive voice response system can help avoid hold time by helping customers find answers.
  • These systems are incredibly cost-effective. They not only reduce high call volumes for customer service representatives

• It has been utilized across a wide variety of industries like: Banking, Customer service, education, Health care, travel etc.