| Website in English -
Automatic translation to
IVR - Interactive Voice Response
A huge amount of information in countless databases is
electronically stored and is available only to all those who have an appropriate
connection to the local computer system. This means that the information is
unfortunately often only used inside the own company.
Interactive voice response is the generic term for automated call processing (=>
Wikipedia). It is a phone
technology that allows a computer to detect voice and touch tones using a normal
phone call. The IVR system can respond with pre-recorded or dynamically
generated audio to further direct callers on how to proceed. The
calls are received and answered by a computer system . The interconnection of
voice, SMS, fax, Internet services and corporate databases, creates
entirely new solutions in automated communications.
Interactive voice response is often criticized as being unhelpful and difficult to use. Mostly this is however not the fault of the IVR system, but a result of poor design and lack of appreciation of the caller's needs. It is therefore very important to carefully design your IVR to provide the caller's needs promptly and with a minimum of complexity.
By connecting your telephone and computer infrastructure through our IVR software (INS), you create an IVR information and ordering system, which allows the close contact with your customers around the clock. By using several phone lines in parallel to answer calls simultaneously, you are always available. You can distribute specific information or accept orders without burden your employees with this routine work. This saves you a lot of valuable time and money.
If the customer requires personal advice from an expert, he can do this during office hours with a simple key stoke. The employee that is now freed form the routine work has enough time to answer to all individual questions. This differentiated contact possibility and the availability around the clock, finally signifies for your company a significant improvement in customer friendliness. INS will obviously not be able to handle all your callers, but about 30 to 50% of your routine tasks can be automated like this. When you convert this to staff costs, this means already a tremendous savings.
Examples of IVR