Interactive Voice Response Systems

Powerful Communication Opportunities

Interactive voice response systems (IVRS) provide communication between human and machine by taking voice, touch-tone as an input, processing it and return a result. IVRS can use in-built application programming interfaces or web services to fetch data from database and deliver the data to users [1]. IVRS are used by many organizations in order to answer customer questions, handle customer requests or orient customers in the right direction without an employee. Automated speech recognition supports the interactive voice response (IVR) applications.

IVRS are used by many organizations in business process automation

IVRS are used by many organizations in business process automation to provide some form of customer service under the customer relationship management. They have an important role in improving customer relationship in organizations. The typical applications of IVRS can be used in nearly all industries such as banking, telecommunication, manufacturing and marketing, media, insurance, travel, entertainment, etc. 

The customer services being provided may include technical support, processing reservations, balance information, payments, transfers, transaction history, the availability and prices of stocks, ordering, order status, tracking shipping status of orders, the current account balance, subscriptions transactions, automated sample preparation of bidding, pricing, policy status, damaged file state, airline schedules, ticket booking, processing reservations, flight information, check-in, movie schedules, etc.

Interactive Voice Response Systems

Manage Cost

Companies can both reduce cost by getting rid of the cost of a live agent and save time by not spending time on the basic inquires or routine tasks thanks IVRS. Moreover, companies may increase customer satisfaction by utilizing from the benefits of IVRS. For example, IVRS allow customers to access 24/7 for some services, to save time by finding solutions to their queries without queuing, and to have a prioritization if they have a special status.