Overview

Interactive Voice Response systems can play a significant role in providing efficient customer service. It helps in increasing Customer Satisfaction, lower customer service costs and helps retaining existing clients. With this your customer is just a call away and can access whatever is required 24 hours a day. It can work as Receptionist, Call Answering and Recording Machine etc. Interactive Voice Response (IVR solution) systems allow the publishing of corporate database through an interface familiar to everyone, the phone. It is a database interface technology, combining computer telephony hardware (a PC or server with telephony interface cards) and software. It allows a person to ask questions and provide answers by pressing keys on their touch-tone phone.

What is This ?
Interactive Voice Response System (IVRS) is the generic term given to applications that integrates a Company’s/ Organization's telephone and computer system to become a voice computer that transforms the caller’s telephone into a terminal capable of directly accessing information and services. Interactive Voice Response (IVR) systems allow the publishing of corporate database information through an interface familiar to everyone, the phone. It is a database interface technology, combining computer telephony hardware (a PC or server with telephony interface cards) and software. It allows a person to ask questions and provide answers by pressing keys on their touch-tone phone

Uses:

Financial Industry

• Tele Banking Solutions

• Stock Trading/Stock Quotes

• Mutual Funds

• Credit Cards

Health Care Industry

• Patient-centered outcomes assessment/ Diagnostic instruments

• Functional status and satisfaction screening

• Clinical research surveys

• Appointments with Doctors

Surveys

• Focus Group Screening

• Product Satisfaction Surveys

• Customer Perception Surveys

• Monitor in-store Merchandising Activities.

• Mystery Shopper Feedback

• Field Representative Reporting

Consumer Products/Retail Industry

• Product Registration

• Product Recall

• Shipment Status

Customer Support/Service Industry

• Customer Satisfaction Surveys

• General Customer Information

Data Collection
If your organization tracks a panel of people who call in regularly to report activity, their information can be gathered via this application. Participants simply call a designated number, any time of the day or night, and provide their data automatically using their telephone keypad. That information can then be sorted and forwarded to the appropriate person for review.


How it works ?
Customer calls on a telephone number, the Voice System answers the call, greets the customer and prompts for instructions via spoken menu. In response to the caller's commands, database information may be retrieved or service requests executed. Responses to the caller are via pre-recorded digitized voice. At any point of time, the caller may opt to transfer to an operator, request for hard copy of information or confirmation of service via fax. Outgoing calls can also be initiated by the system complete with the capability to detect and retry busy or answered calls.