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In telephony, interactive voice response, or IVR, is a phone technology that allows a computer to detect voice and touch tones using a normal phone. The IVR system can respond with pre-recorded audio to further direct callers on how to proceed. IVR systems can be used to control almost any function where a simple menu choice can be used. Once constructed, IVR systems generally scale well to handle large call volumes.
A caller dials a telephone number that is answered by an IVR system. The IVR system executes an application which is tied to the number dialled DNIS (Dialled Number Information Service). As part of the application, prerecorded audio files or dynamically generated Text to Speech (TTS) audio explain the options available to the caller. TTS is computer generated synthesized speech that is no longer the robotic voice generally associated with computers.
IVR systems are typically used to service high call volumes, and reduce costs ie telephone banking, televoting and credit card transactions.
voxige IVR can reduce the number of people needed to handle calls as well as reducing costs and improving customer experience. Callers can be identified and channelled to the right department/area/skillset. Calling Line ID (CLI) can also be used to identify who or where the customer is phoning from. Large companies can use IVR services to extend the business hours of operation.
You also get the benefit of voxige’s one-stop shop approach to meeting our clients’ needs. Using 11 years of experience and World Class standard support, voxige is able to offer you a customised solution that will grow and adapt to meet your future requirements.
Please contact us at sales@voxige.com or +44 (0)20 3161 6000 to discuss your company’s requirements and we can tailor the size and complexity of the IVR solution to you.
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