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Interactive Voice Response (IVR)
Think of IVR as a voice computer. Where the computer needs a keyboard for entering information, an IVR uses a touch-tone telephone keypad or the caller’s voice. Where the computer displays data on a monitor, an IVR uses a digitized, synthesized voice to “read and speak” the screen data to the caller. It “gives data a voice” and “adds intelligence to the phone call”.
By using computers to automate incoming telephone calls, IVR systems answer the call, greet the caller with natural-sounding recorded speech, and prompt the caller for information. The caller enters responses on the touch-tone telephone keypad or by speaking a response. The transaction continues interactively under direction of the IVR application until terminated by the caller or completion of the transaction. Voice systems can also interact with host computers, sending and receiving data resident in centralized databases.
The objective of IVR applications is to put people in touch with information they need, to be cost-effective and available 24 hours a day, 7 days a week. From a management point of view, voice response systems represent an easy to use tool that performs repetitive functions cost-effectively and provides information in a variety of formats such as audio, fax or electronic mail that previously were handled by an employee.
These technologies are accomplishing a common business goal - to successfully manage larger call volumes, improve customer service, reduce costs and project a more professional business image... establishing the competitive edge needed in today’s rapidly changing business environment.
With almost daily voice processing interaction, we have all become aware of this technology, whether on the job, or by accessing personal bank balances or paying our bills by telephone. Concluding that automation can provide better service to their customers, businesses are initiating projects that employ voice processing equipment and services to meet these needs. With a typical ROI of six to nine months, any call handling phone system can profit from IVR.
In some cases such as with telephone response, the systems voice response may be the only interaction feedback a caller gets, with the quality of service offered by an entire organization determined by that voice… Centurion, Inc. is uniquely positioned to provide a solution in this rapidly growing voice processing environment. We recognize that an effective, user-friendly interface is key to the success of voice response applications. Our products utilize the natural synergies between voice processing functions to meet a wide range of customer needs. A sampling of features may include voice mail, automated attendant, speech recognition, multimedia messaging, predictive dialing and call recording… all supported by comprehensive management reporting of call transactions.
Interactive Voice Response Features
Several IVR technologies may be described as:
- Text-to-Speech
- Speech/Voice Recognition
- Interactive Facsimile (Fax) Communication
