All You Need to Know About Interactive Voice Response

All You Need to Know About Interactive Voice Response

Sep 30, 2016 | Blog, Call Center, Contact Center, Phone Systems

Interactive Voice Response, or IVR, is the best way to ensure your customers are getting the most helpful and accurate information about your business.

Interactive Voice Response, or IVR, is the best way to ensure your customers are getting the most helpful and accurate information about your business.

Interactive Voice Response, or IVR, is the best way to ensure your customers are getting the most helpful and accurate information about your business.  Telecommunications are opening opportunities for businesses to keep up with all of their callers without losing customers due to inactivity or inaction.  Are you finding that your business is growing past the point of being able to keep up with the influx of calls?  IVR is a great way to direct customers to the right department, or answer their questions easily without the need for human assistance.  To learn all about IVR, read on.

What is it?

 

IVR runs on DTMF coding and voice recognition.  When you call a location that requires you to press a keypad button to continue, such as a doctor’s office, the system is listening to the specific tone the number makes when pressed.  IVR can also be programmed to react to specific words when spoken by a human.  If the system uses a more natural dialogue decoder, it can make the conversation more casual and comfortable.  For example, the IVR could ask for the customer to repeat their statement by responding with, “I’m sorry, I didn’t catch that.  Could you repeat your inquiry?”  Another form of response would be in the way of text-to-speech, which means the responder uses a technologically programmed voice to repeat information that isn’t prerecorded, such as phone numbers or emails.  You are familiar with this voice; it’s used most frequently on GPS systems, which takes away from the need to pre-record the name of every location.

 

How Can it Help?

 

Think of the places where IVR is used most frequently–doctor’s offices, hospitals, banks, and large companies.  These places are using IVR because they have a high influx of calls from customers, and it can get rather expensive to place an employee at a phone all day to answer these calls.  Plus, if the phone is busy for too long, customers may hang up and the business could lose money.  IVR’s main draw is the fact that it saves plenty of money and time.  You won’t need to employ anyone specifically to answer phones, and your customers will be answered immediately.

 

ACC Telecom can set up your IVR system today!

 

We offer voice and data security services that are reliable, simple, and affordable.  ACC Telecom is certain to be the right telecommunications company for businesses everywhere. We have been providing expert service and advice since 1979 and can meet all of your telecommunications needs. We offer a wide range of business phone and video surveillance systems to meet the needs of any organization.  We have been helping build the future of communications for business all across Maryland, DC, and Northern VA.

Please contact ACC Telecom to request service or a quote. Send an email to solutions@acctelecom.com or give us a call at any of the following numbers:

  • 410-995-0101 (main)
  • 888-226-2216 (toll-free)
  • 202-347-0127 (Washington DC)
  • 703-281-3400 (Northern VA)
  • 301-621-4646 (Western MD)

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