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Your IVR or Auto Attendant system is like the front door of your business - it's the first thing people see and the first impression callers get. Not only is it the first impression, but a crucial part of your customer experience. If you do not have IVR system yet, you are at the right place, at the right time. We offer a wide range of IVR systems and IP PBX that makes a perfect fit for your company whether you are a start-up business or well established one. Our team of experts will provide you with professional advice to make your business stand out from the competition.
WHAT IS AN IVR SYSTEM?
Interactive voice response (IVR) is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input via a keypad. In telecommunications, IVR allows customers to interact with a company’s host system via a telephone keypad or by speech recognition, after which services can be inquired about through the IVR dialogue. IVR systems can respond with pre-recorded or dynamically generated audio to further direct users on how to proceed. IVR systems deployed in the network are sized to handle large call volumes and also used for outbound calling, as IVR systems are more intelligent than many predictive dialer systems
IVR systems can be used for mobile purchases, banking payments, and services, retail orders, utilities, travel information and weather conditions. A common misconception refers to an automated attendant as an IVR. The terms are distinct and mean different things to traditional telecommunications professionals—the purpose of an IVR is to take input, process it, and return a result, whereas that of an automated attendant is to route calls.
How the IVR works?
An IVR application provides pre-recorded voice responses for appropriate situations, keypad signal logic, access to relevant data and, potentially, the ability to record voice input for later use. Using computer telephony integration (CTI), IVR systems can hand off a call to a human being who can view data related to the caller on a display. IVR systems also use dual-tone-multi-frequency (DTMF) signals as a line of communication between a phone and a computer. The computer uses a telephony board or card to understand DTMF signals.
IVR software enables your company to use prerecorded greetings or menu options that a customer can access through a phone keypad. Advanced IVR systems may include speech recognition software to enable a customer to communicate with a computer. The company that offers speech recognition IVR is Call Center Solutions Dubai (CCSD).
Uses of IVR system
There are many uses for IVR systems. The most common use is to automate inbound and outbound calls and to route calls. The IVR system in the latter case eliminates the need for a switchboard operator to answer incoming calls. This instance often presents a caller with a menu of options and can attempt to answer frequently asked questions.
A good example of this is when a customer calls a movie theater to inquire about movie times. The IVRS uses an updated database to present the caller with a list of the latest available movie times, helping to eliminate call wait times and leading to greater customer satisfaction. IVR systems can also be used in more complicated ways to simplify processes in other departments.
Benefits of IVR system
IVR technology can benefit both large and small businesses in the following ways:
Saves time and money. IVR technology can replace humans to answer frequently asked questions or to provide commonly requested information -- such as directions, hours of operation, etc. -- that doesn't require critical thinking skills.
Greater customer satisfaction. IVR technology eliminates wait times by responding to a caller immediately.
24/7 service. IVR technology can operate without any interruptions and is available to provide information to callers whenever they need it.
WHAT IS CONVERSATIONAL IVR?
Conversational Interactive Voice Response (IVR) enables human-like interactions that allow individuals to self-serve and successfully resolve issues within the IVR. It delivers an intuitive service experience that anticipates the caller’s needs and enables them to interact with the system naturally, in their own words.
Companies that offer a conversational IVR will reduce costs, provide better customer experiences, and maximize return on investment. Conversational IVR is a new type of IVR that provides the ability to handle inbound telephone queries through enhanced, human-like interactions.
Advanced speech recognition based on Nuance Recognizer and Natural Language Understanding allows callers to speak naturally in their own words and accurately captures intent - increasing self-service utilization and success. Call steering technologies get callers to the right place the first time – improving use of the automated system and reducing need for live agents.