While call center outsourcing companies have traditionally taken on just that – voice calls – the needs of most enterprises today go far beyond voice. Smarter business process outsourcing (BPO) has evolved with technology, offering not only voice calls but everything from Web chat support to social media monitoring and support for customers using mobile apps.

For many enterprises not equipped to fully support their own customers, a third-party is a wise choice, particularly if the organization offers IVR (interactive voice response) technology. One such customer support organization, Argo Marketing Group, recently announced their new IVR service at trade show event. The company’s existing Intelligent Customer Engagement, or I.C.E., now incorporates traditional customer care with twenty-first century technology, multiple touch points and proactive techniques to maximize customer loyalty, retention, and return on investment. One of the most critical of these techniques is the skillful use of IVR services, which is critical to any organization that wishes to offer round-the-clock customer care.

The addition of IVR capabilities to Argo Marketing Group’s suite of integrated customer engagement services is expected to help the company better provide its clients with robust, real-time monitoring and reporting, and seamless integration with backend applications and databases for thorough ROI reports.

“The 24-hour capabilities of our IVR systems and live agents means customers are always attended to in a cost-effective way that resolves customer concerns through concierge customer care,” said Jason Levesque, CEO and founder of Argo Marketing Group, in a statement announcing the IVR service. “Effective customer service is core to a company’s success and our IVR capabilities increase our scalability to handle unlimited number of calls while triaging calls to live agents based upon customer needs to help lower call center costs.”

IVR is one of those technologies that needs to be in the hands of professionals. A poorly designed IVR can frustrate and anger customers and potential customers, who may hang up and never call again. A professional solution is required to ensure that the menu choices are clear, there are no “dead ends” and customers are correctly routed without confusion. For many companies, getting this right means putting IVR service into the hands of professionals.

For today’s business, which is fast-paced and often of a 24-hour nature, the IVR is an indispensable tool that can help customers get what information they require, when they require it, with a minimum of effort.