| IVR (interactive voice response) is a telephony | | | | depending on the requirements of the application. |
| technology that allows users to interact with a | | | | Answers might also be directed through the |
| database through phone keypad or voice | | | | phone's keypad. Press 1 for yes and 2 for no, for |
| commands. IVR automated systems save | | | | example. IVR automation makes it possible to |
| businesses money and employee resources, while | | | | reach far more people than through actually |
| making routine services and inquiries available to | | | | manning phones. |
| the public 24 hours a day. | | | | Commonly, IVR systems are installed in-house, |
| Most of us use IVR systems daily to do things | | | | however, there are also "outsourced solution |
| like check bank balances, manage credit cards, | | | | providers," or OSPs. These IVR providers maintain |
| check for store hours or locations, or order | | | | the system on their own premises, integrating it |
| prescription medicine. Human interaction is not | | | | through the client's network. OSP solutions have |
| required because the IVR system only allows | | | | advantages and disadvantages. Obvious |
| limited access to the database, though an option | | | | advantages include avoiding installation of a new |
| might exist to be switched to a live operator | | | | IVR infrastructure, and an IVR-savvy staff to |
| during business hours. IVR systems are also used | | | | maintain the system. Disadvantages may include a |
| to report non-emergency problems to cable or | | | | feature-set or template that might not fit your |
| utility services, and to schedule appointments with | | | | business model as well as you'd like, and |
| government or state offices; for example, the | | | | surrendered control over critical functions |
| Department Of Motor Vehicles. Integrating | | | | deferred to the IVR system. |
| text-to-speech (TTS) functionality, IVR systems | | | | Poorly designed IVR systems are often criticized |
| can deliver dynamic information as well, such as | | | | by the public for not providing easy or helpful |
| weather, news, traffic or stock reports. | | | | assistance. The goal design of any IVR system |
| Campaigns, pollsters and survey takers also make | | | | should be to get the customer what he or she |
| use of IVR systems. In these cases, the system | | | | needs in as few steps as possible while allowing |
| places outgoing calls. A recorded voice asks | | | | for security and logistical needs. Search engines |
| questions and requests simple answers, like "yes," | | | | will reveal a multitude of links to IVR systems and |
| "no," or "undecided." The IVR system might have | | | | solution providers to help you find the right IVR |
| limited to extensive built-in voice recognition, | | | | system for your business. |