IVR

  • Facebook
  • Twitter
  • LinkedIn
  • Youtube
  • RSS
IVR Featured Article

Using IVR in Tandem with Lead-Generation

 
March 03, 2008



An IVR system lets callers interact with your company via the telephone. A business will typically implement a system to handle customer inquiries. An interactive voice response system can also be very effective for companies with on-the-road employees who need to call into the office to receive their next assignment or to report their activities.

 
IVR systems, which reportedly lower customer handling costs to about 25 cents per call, can be implemented in a variety of ways. With a basic system, you simply record a message that is played when a person hits the appropriate number on the telephone keypad.
 
More advanced IVR systems allow callers to retrieve customized information. A system with text-to-speech recognition, for example, can read aloud information that is stored in a database. Using this functionality, you can set up a system that retrieves account-specific information, like order status. Systems can be further enhanced to actually process orders or store information from the callers.
 
“A key benefit of using IVR for a lead generation strategy is that it can work for you 24/7,” writes Datatel Communications CEO Barnard Crespi. “The ability to activate your pre-approved auto loan certificate or apply for a mortgage pre-approval, are just some examples.IVR allows you to engage with consumers and process your leads 24/7 over the telephone, and leads are delivered to you in real-time.”
 
The latest systems are not limited to the keypad for entry. Using a feature called speech recognition, callers can interact with the phone system by speaking their choices aloud instead of having to enter information via the keypad. This interface improvement makes IVR much more user friendly.
 
When choosing an IVR system, you will of course need to identify the basic functionality that you want. When defining those needs, base it on your current data environment to project a realistic implementation. You will also need to choose the platform that you want to use to develop your system. Both proprietary and open systems exist. In addition, you will need to decide whether you want to buy a system or outsource it to a service that can provide all the IVR capability you need without the investment.
 
 
 
Brian Solomon is a Web Editor for TMCnet, covering news in the IP communications, call center and customer relationship management industries. To see more of his articles, please visit Brian Solomon’s columnist page
 
Don't forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users.
 
 

Spotlight

Learn More About the IVR Playbook

Featured Whitepapers

Driving Performance with Embedded Business Intelligence Analytics

Driving Performance with Embedded Business Intelligence Analytics
Download this white paper and see how BI analytics can help you turn customer data into a competitive advantage.

Migrating Legacy End of Life IVR

Migrating Legacy End of Life IVR
Download this white paper to learn how migrating a legacy IVR can improve your customer retention strategy.

Self-Service Performance Analytics Creates Greater Customer Engagement

Self-Service Performance Analytics Creates Greater Customer Engagement
Business intelligence increases customer loyalty and reduces costs. Learn more in this new Genesys white paper.

Product Showcase

Genesys Cloud IVR Solution

The Genesys Cloud IVR Self-Service offering provides business owners 100% control of their self-service applications through our award-winning on-demand platform.

Set your company apart from the competition by:
- Designing a customer-centric inbound IVR experience

Learn More About the IVR Playbook


IVR Featured Articles
| Industry News | Resources | RSS Feeds
Technology Marketing Corp. 1997-2014 Copyright. | Ph: (800)-243-6002 (203)-852-6800 Fx: (203)-853-2845 | Contact Us |