IVR or Interactive Voice Response is used extensively in telecommunication for incoming calls. Many call centres are using interactive voice response technology as an Auto Attendant to guide their callers through to the relevant departments.
IVR is more efficient than an auto attendant because an IVR system uses speech recognition and detects voice as well as dual-tone multi-frequency signalling (DTMF) keyboard inputs. IVR systems intelligently interact with callers, by gathering information and then routing them to the appropriate line.
Benefits of using an IVR phone system:
- IVR processes inbound phone calls, plays recorded messages including information extracted from databases and the internet, linked through by CTI (Computer Telephony Integration).
- It can then route calls to either in-house service agents or transfer the caller to an outside extension.
- It enhances a phone system’s current robust features of predictive dialling, ACD, and digital call recording.
- An IVR system uses DTMF input as well as voice recognition, interacting intelligently with customers and making the process stress-free and efficient.
- IVR systems can let customers check their balance and make payments and transfers, all without human interaction or messing around.
IVR systems are now used in most industries and they can make contact with customers a whole lot easier and more efficient. For more information about IVR phone systems, contact CAN and our friendly professional staff will be willing to answer and find solutions for you.