IVR is the abbreviation of Interactive Voice Response - a technological innovation that has demonstrated highly invaluable to corporations within the 21st century and whose goal is primarily helpful to improve levels of great customer care. The expression is actually very generalized and can be used to designate just about any digital, automatic phone computer system. IVR is in no way a recent technology on the market - nonetheless one that is without a doubt advanced and continuously changes to exceed the needs associated with our busy market. The best example of this of how this unique solution has improved upon over the years is the incredible from a touch-tone tone only solution to solutions that have the ability of discerning speech. It is this second function, speech IVR, that I would like to explain in a little more detail.
Speech IVR refers to a method of electronically interacting with various callers over the phone. One of the major benefits to the marketplace is speech IVR's ability to eliminate a lot of customer service overhead. Due entirely to IVR technology, customers can now give responses over the line while simultaneously having them processed with the help of voice recognition whereby additional instructions and/or communications may be offered in an efficient, yet timely fashion.
Those who use speech IVR can easily receive information such as the details of a purchase order, travel schedules, opening hours, bank balances and much more. Routinely, such interactions begin with a support call to an automated representative.. This voice is recorded ahead of time and easy to understand by the caller. Following a scripted greeting, the IVR system will offer an assortment of choices to the customer so that their questions and concerns can be delivered to the appropriate unit or the precise answers they need can be given immediately. Furthermore, when the customer feels that the options to not cover their query, they can always choose to be put through to a representative at any time.
Most businesses that pride themselves on a good customer service will use IVR as opposed to putting callers directly through to a live operator. It just makes more sense and can make the daily lives easier of both the business and normal user - cutting costs and precious time. On secure lines you can even make or request funds through the IVR system - paying overdue bills for instance.
Interestingly, ore robust travel planners and even cruise company directors have long taken advantage of the use of speech IVR to connect with their customers and offer them the details of booked agendas or even to book vacations. This is an enormous benefit to customers who do not have regular access to computers, or even for those wanting to stay up-to-date without carrying excess paperwork. More routine is the use of IVR to process incoming calls and route them to the right department or extension number - stopping headaches for those attempting to navigate the right office by means of phone.. As technologies improve, there is a growing expectation for instant news and gratification.
However, Smaller companies, too, use IVR technology - the cost of using them working out at being less than relying on live staff! Some of the best speech IVRs are those that have a low percentage of callers asking to speak to a live operator. Were that not the case, IVR wouldn't be as productive. At the end of the day, every business and business owner is trying to balance the needs of his/her customers while simultaneously improving the bottom line.
By now, it should be clear - the speech IVRs in the present day are very useful in many domains. Especially for the following grounds:
* Arriving at the right department efficiently
* Verifying balances
* Entering orders flawlessly
* Cutting down costs
* Adequately dealing with a congested customer phone line
* Generating call records
* Marketing and product information
* Around the clock customer service
Although this is under no circumstances an thorough list of all of the possible uses of speech IVR, anybody can appreciate its many applications.
Speech IVR refers to a method of electronically interacting with various callers over the phone. One of the major benefits to the marketplace is speech IVR's ability to eliminate a lot of customer service overhead. Due entirely to IVR technology, customers can now give responses over the line while simultaneously having them processed with the help of voice recognition whereby additional instructions and/or communications may be offered in an efficient, yet timely fashion.
Those who use speech IVR can easily receive information such as the details of a purchase order, travel schedules, opening hours, bank balances and much more. Routinely, such interactions begin with a support call to an automated representative.. This voice is recorded ahead of time and easy to understand by the caller. Following a scripted greeting, the IVR system will offer an assortment of choices to the customer so that their questions and concerns can be delivered to the appropriate unit or the precise answers they need can be given immediately. Furthermore, when the customer feels that the options to not cover their query, they can always choose to be put through to a representative at any time.
Most businesses that pride themselves on a good customer service will use IVR as opposed to putting callers directly through to a live operator. It just makes more sense and can make the daily lives easier of both the business and normal user - cutting costs and precious time. On secure lines you can even make or request funds through the IVR system - paying overdue bills for instance.
Interestingly, ore robust travel planners and even cruise company directors have long taken advantage of the use of speech IVR to connect with their customers and offer them the details of booked agendas or even to book vacations. This is an enormous benefit to customers who do not have regular access to computers, or even for those wanting to stay up-to-date without carrying excess paperwork. More routine is the use of IVR to process incoming calls and route them to the right department or extension number - stopping headaches for those attempting to navigate the right office by means of phone.. As technologies improve, there is a growing expectation for instant news and gratification.
However, Smaller companies, too, use IVR technology - the cost of using them working out at being less than relying on live staff! Some of the best speech IVRs are those that have a low percentage of callers asking to speak to a live operator. Were that not the case, IVR wouldn't be as productive. At the end of the day, every business and business owner is trying to balance the needs of his/her customers while simultaneously improving the bottom line.
By now, it should be clear - the speech IVRs in the present day are very useful in many domains. Especially for the following grounds:
* Arriving at the right department efficiently
* Verifying balances
* Entering orders flawlessly
* Cutting down costs
* Adequately dealing with a congested customer phone line
* Generating call records
* Marketing and product information
* Around the clock customer service
Although this is under no circumstances an thorough list of all of the possible uses of speech IVR, anybody can appreciate its many applications.
About the Author:
Jay S. Coop is an expert on artificial intelligence and speech IVR. You can learn more about virtual agents speech from him.
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