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I-V-R: three letters that represent one of the most widely used technologies today. Businesses of all types and sizes employ some form of Interactive Voice Response with applications ranging from refilling a prescription to paying bills over the phone, even voting for the next "American Idol." Whether you've called an airline, bank, movie theatre, or phone company, you've undoubtedly interacted with some form of IVR. IVR systems can connect callers with the information they need at any time of day. Callers simply press touchtone keys or speak aloud in order to select between menus and options; thus, IVR automates many customer services. The system provides prerecorded (or digitized voice) messages for each scenario. This means callers can access information, such as directions or company hours; reach the right department; access their account information; or make a transaction without waiting in a long queue for a live agent. When specific user information is required (as with a credit card account, phone bill, flight status), the IVR system connects to a database, retrieving and updating data fields. Simpler IVR implementations can connect callers to general, prerecorded messages, like store hours. Web Design - Small business custom website from EverestWebDesign.com. Rich Christiansen - Management metaphors at RichChristiansen.com. |
IVR
