IVR enables the processing of many similar calls whose requests can be processed automatically. Generally, this is called the telephone dialogue system. For the caller, the information is provided automatically over the phone. Typical applications are voice portals. For example for telephone banking or timetable information.
History
Already in 1941, Bell System experimented with tone dialing and DTMF dialing as an alternative to slow pulse dialing. In 1962 Bell was ready to use the technology. It provided that once a call was established, the tone was switched off. Later, it was found that voice dialing calls could be controlled. Communication with a computer was then nothing in the way. As early as 1970, the first IVR systems came onto the market. But only in 1983 came the first IVR system on the market that could be operated on a PC.
Benefits
Speech automation has made 24/7 availability of services possible. The customer is no longer dependent on opening hours. IVR is complementary to telephone support and can relieve the consultants when a lot of calls are made during peak hours. IVR systems answer calls and answer them automatically. So you can make basic information available to the caller.
Voice portals are mostly used in combination with a call center. This allows better control of calls. With the IVR, simple requests are processed in advance and complicated requests pre-qualified. For example, the query of the customer number, order number, product name or similar. Only then will the caller be referred to a consultant. However, it is a bad habit within the call center industry if the IVR system is used to prevent access to the consultant.
What are the benefits of using an IVR?
-
Improve the company image
The use of IVRs will give your company a degree of professionalism that will benefit startups and smaller businesses in particular. Even if you only have a few employees, you can still create IVR announcements to forward the customer directly to the respective department, such as sales, support or marketing.
-
Increase customer satisfaction
If your IVR system is easy to use and reliable, your customers will never be directed to the wrong employee or department. This can help customers with their problem faster, which saves time and increases customer satisfaction.
-
Increased efficiency of employees
Because the customer is always connected to the right person, the agents are better able to help the customer with their problem without having to consult with colleagues or managers. It is less common for calls to be forwarded to another colleague and employees can work more efficiently and faster. In addition, voice dialogue systems no longer require a customer service representative who first accepts all calls and then forwards them to the appropriate contact person.
Role of VoIP in IVR
VoIP provides a platform to provide services for IVR. An IVR enables a system to respond through any tone of the keypad or a voice of a person. VoIP suppliers the best VoIP service providers make it sure that there is no complexity there if it is linked to IVR. By including an IVR with VoIP it becomes possible for a big company to respond effectively to people. These both make it possible to accomplish multidimensional tasks regarding services. In numerous industries, IVRs are using VoIP to make services better.
VoIP is less expensive and affordable for small size businesses but by amalgamation, with IVRS its efficiency is also multiplied. Any customer who calls wants a quick and appropriate response. These two are making it possible in many respects. All calls are attended by auto attendant and clients are recognized by the database. So it makes services of a company much qualitative.