IVR, Voice Talent, On-hold Messaging & Digital Recording

Interactive Voice Response Systems

IVR is the work-horse application of the telephony world. IVR is a computer-based communication application that allows your customers to get questions answered, place orders, fill out forms, check balances, and otherwise conduct business with your company by navigating menus and options or by responding to voice prompts via a touchtone phone.

Okay, so what about speech recognition?

Speech recognition is an emerging technology that takes IVR to the next level. A computer can recognize general, naturally flowing utterances from a variety of callers and can then send your customers where they need to go or to a menu where voice prompts give them information they need.

Okay, so what’s an Automated Attendant?

An Auto Attendant answers, transfers, and otherwise attends to your customer’s calls and questions. Besides the obvious savings of full-time salary, auto attendants don’t take vacation, never need therapy and rarely download adult websites on the company’s computer.

Okay, so what’s an Enhanced 800 Serivce?

An enhanced 1-800 number, also called a dealer-locator system, is typically used for companies with multiple locations who don’t want to use a call center to field the calls. Goodyear Tires is one example. When John Doe calls the enhanced 800 number from his home in Nebraska, the computer searches and finds the nearest Goodyear tires in his area. Then John is led through a menu of voice prompts, asking him what he wants to do: call the store, get directions, speak with a customer service rep, or place an order. Enhanced 800 numbers are also being utilized by many law firms involved in class-action lawsuits. By using an enhanced 800 number, they can disseminate large volumes of information to hundreds or thousands of litigants.

Although IVR can be used for almost any industry, some of the more common industries utilizing the technology are:

Banking
Music
Real estate
Catalogue
Manufacturing
Personnel
Automotive
Medical
Legal
Travel
Government

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