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What
is IVR or "Interactive Voice Response"?
IVR stands for Interactive Voice Response, and represents software
applications accessible from a telephone. Simply put, an IVR system
lets callers obtain, exchange, or input information with a computer
via touch-tone phone without a human intermediary. IVR systems automates
the input and/or retrieval of
information. IVR systems are perfect for businesses looking to boost
their productivity and/or achieve cost savings.
At a more advanced level
IVR’s brings together a combination of voice, database, intelligent
call management, Text-To-Speech (Translates text language into speech),
Speaker Verification (recognizes who is talking), Conferencing,
Voice XML (links Web and IVR applications), Speech Recognition (see
ASR below), reporting, fax, email, network technologies, and other
media to deliver effective solutions that create a value add and/or
a cost saving to a businesses bottom line. In many implementations,
IVR’s provide customers with 24-hour a day, 7-day a week access
to business information and various services through a simple touch-tone
telephone.
IVR systems have been around
for over a decade. We've all encountered IVR systems when we've
called the bank to get an account balance, or an airline to check
flight arrival/availability, or voice mail. Voice mail in it self
is an IVR system. There are hundreds of uses for IVR applications.
Below are just a few of the Industries were IVR application technologies
are used.
Financial:
Credit Card Account information, Stock Trading, Financial Bank Transaction.
Corporate:
Order entry and status, Training center, Automated Attendant, Call
Centers
Education:
Course Registration, Student Registration
Entertainment/Sports:
Ticket Sales, Sports Schedule, Interactive TV, News Clipping
Government:
Vehicle Registration, Tax Office, Ticket Citation Payment
Health Care:
Bed Checking, Time and attendance verification, Home Care Check-in
Manufacturing:
Certification and Testing, Component availability, Order Entry and
Status
Telephone Company:
Third Party Verification, Conferencing, Cellular Feature Activation,
Cellular Roaming, Line Testing
Transportation:
Airline Fly Status, Airline Scheduling, Shipping line global checking
Retail:
Dealer or Store Locator, Order and shipping tracking, Directory
Assistance, Order Processing, Market Research (surveys and polls),
order entry transactions
Telemarketing:
Automated Dialers |