An Interactive Voice Response (IVR) phone system is a computer-operated service that allows callers to access automated menus and input their requests on . IVR systems work with technology, such as voice recognition, speech synthesis, and touch-tone pad or keypad input. They may also include other features such as fax mailboxes and voicemail.
Since the advent of IVR systems, they have become one of the most popular services for businesses. No longer is waiting on hold, just a frustrated customer waiting for an operator who may not be available any time soon. With an ivr phone system, businesses can establish and manage their call centre around building relationships with their customers. Each interaction preserves notes so that the company can easily retrieve them and keep track of each call.
- Once Complicated and Easy
Maintaining an IVR system can be at once complicated and easy, depending on the needs of your company or organization. If your business runs on a small scale and doesn't require complex features, you may want to consider an IVR system from a company that makes its software for small businesses. However, suppose you have a vast bank or hospital or receive a high volume of calls from customers seeking information about their accounts. In that case, you will get a chance to benefit from more sophisticated IVR systems.
- Available for Common Operating Systems
IVR systems are available for most common computer operating systems, including Microsoft Windows, Linux, Unix such as Solaris and Novell. In addition, standards have been established that enhance the interoperability of different IVR systems. These standards simplify the installation, maintenance and upgrading of your IVR system and increase your investment's return on investment (ROI).
- Used in Single Location
Generally, the standalone automated phone system is used in a single location. The IVR systems are helpful for organizations with small call volumes which don't require complex features or for one-call applications such as "press 1 for" or "press 2 to" applications.
- Used for Call Centres
The most common use of IVR systems is in call centres or call centres located within an organisation's other business unit. For example, they are often used in places where staff members receive substantial training, and the incoming calls often require a person to take the call. Common examples of business units that have call centres include banks, hospitals, and insurance companies. If you need to handle calls in any of the above places or anywhere else in the world, you can use an IVR phone system that can be integrated easily with your existing phone systems.
- Hosted Systems
When your business or organization grows and you need more features, you may consider a hosted IVR system. Hosted IVR systems are used by larger organizations that receive a high volume of calls. Hosted systems allow users to access their data from any location on any computer equipped with an Internet browser.
The businesses who don’t know about ivr setup must stay focused on the above details as it will help them know about the significant facts about this system. People need to know about this phone system to use it to better their companies.