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

IVR Usage Still Widespread in Telecom and Call Center Industries

October 23, 2009

Despite many who say the use of Interactive Voice Response, or “IVR,” is an outdated form of communication in many business or customer relationship management, or “CRM,” companies, new research published by ContactBabel (News - Alert) offers a rebuttal to that argument.  

According to the research, the use of IVR is still widespread in large call centers. In fact, roughly 56 percent of contact centers use IVR to greet customers. 

For IVR systems provider, Angel.com, a company that continues to provide exceptional systems and resources to its customer base, this comes as good news. 

While the use of IVR or speech recognition for 2009 has declined slightly to 64 percent, of which 56 percent was touchtone IVR and 8 percent was attributed specifically to speech recognition technology, the slight dip is only a few notches away from the IVR peak of 67 percent in 2007. 

Steve Morrell, the author of ContactBabel’s report, said that the use of touchtone IVR has probably peaked since it’s a mature technology, and although it does a competent job in many cases, it is inflexible and unpopular with customers.

The research reports that – of the 56 percent using IVR technology – 86 percent of companies in the telecom and utilities industry use IVR. The lowest use of IVR is in retail and distribution industries. 

“Industries such as telecoms and utilities have been using IVR for many years, especially in cases where a large proportion of calls are repetitive – such as meter readings – or where call volumes are very high and reducing misdirected calls really cuts cost,” Morrell said. “However, for sales-driven industries like retail, many businesses have chosen to deal live with the customer as soon as they can, and in the public sector - a high-growth area of the contact centre industry - the need to improve customer satisfaction is paramount.”

Angel.com’s IVR systems, specifically designed for the CRM industry, customers that use these IVR systems are able to deliver everything from speech-to-text and auto attendant capabilities, to drive personalized and interactive call experiences, rather than giving the customers the run around with traditional IVR systems. 

Titled, “UK Contact Centre Decision-Makers’ Guide (2009 - 7th edition),” the research was conducted through a detailed structured questionnaire was asked to 210 contact center managers and directors between April and July 2009.

Kelly McGuire is a TMCnet Editor. To read more of her articles, please visit her columnist page.

Edited by Kelly McGuire


Learn More About Best Practices

Featured Whitepapers

Join the Crowd, Moving to the Cloud

Join the Crowd, Moving to the Cloud
Companies are increasingly turning to the cloud as the ideal solution for replacing their legacy IVR system.

Driving Performance with Embedded Business Intelligence Analytics in Your Voice Application

Driving Performance with Embedded Business Intelligence Analytics in Your Voice Application
This whitepaper explores the value of having embedded BI in your voice application and the rich information...

Five Simple Strategies to Make Your Support Center Callers Smile

Five Simple Strategies to Make Your Support Center Callers Smile
This paper highlights five simple strategies any organization should consider to cost-effectively increase the level of service of their support...

Product Showcase

Angel Outbound IVR Solution

Smart businesses know that it is far less costly to retain a customer than it is to gain one. With an outbound Interactive Voice Response (IVR) plan, a critical piece of an overall Customer Experience (CX) Strategy, businesses big and small can provide a high-touch, personalized CX - differentiating their brand above others. With a strategic Angel Outbound IVR campaign you can send personalized.

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 |