What is it?
Have you ever called up your mobile service provider? If you have, then for surely you must have heard of a robotic voice that greets you and provides you with instructions of how to go ahead. This system is Interactive Voice Response Telephone System, commonly known as IVR phone systems. It enables a computer to accept voice and keyboard inputs and respond accordingly. The IVR system is usually set up with pre-recorded audio that guides users through a set of options that they are programmed to respond to. IVR systems considerably decrease the pressure on the employees as it eliminates the need of live representation in terms of customer care issues.
How is it useful?
The biggest asset that this IVR phone system proves to be is the fact that it does not geographically bind you to one location. IVR phone systems provide other advantages such as checking of balance, easy access, ability to handle multiple calls, integration with other systems and processes and ability to transfer calls to other departments automatically. The ability of transferring the call is important, as there may be issues that even the IVR system cannot handle. It has also been proven that IVR phone systems help in reducing call centre costs by about 30%.
The IVR systems have proven to be of great help in the telecommunications industry and other industries too. The IVR systems are also being tested for use in satellite navigation and hands-free driving systems. It is also being experimented in simpler applications such as automated weather and road condition updates. In the medical and healthcare industry, IVR phone systems are used to give patients access to their test results without having to lose out on privacy.