Why are companies migrating to IVR systems?

What’s hot? Interactive Voice Response. What’s not? Automated Telephoning Programs.

Noticeably nearing extinction in 2012 is the use of Automated Telephoning Programs (ATP’s).  These programs, which often require special hardware, a dedicated phone line, and costly setup and maintenance, are being replaced by something much simpler, interactive, and more cost-effective: Interactive Voice Response (IVR).

Why should I consider an IVR system?

It’s a fact of our lives and jobs: technology changes and we change with it—usually for the better!  Today’s customers expect more from the companies they work with: shorter wait times, 24/7 payment processing, and access to their account(s) on-demand.

With IVR, customers get immediate access to a variety of functions at the touch of a keypad.  At the same time, companies can send notices, campaigns, and overdue account notifications via the phone with just a few strokes of the keyboard.

What can I do with IVR?

  1. Voice Payment System: Customer can check balances, leave messages, and make payments.
  2. Call Campaign Manager: Companies can send out notifications such as event reminders, overdue account notifications, and marketing campaigns.
  3. Automated Response: The customer can have access to limited information on-demand, such as office hours, directions, phone directory, and common support questions.

Advantages to IVR:

  • Cheaper – Doesn’t require special hardware, separate phone line, or separate computer.  No long-distance charges.  Set up is very inexpensive and easy.
  • Faster – Helps reduce and eliminate hold times.
  • Customer-friendly – Customers can access the system and make payments 24 hours a day, seven days a week.
  • Internet-based (hosted) – Doesn’t require software or a separate computer.
  • Better Reporting and Record-keeping – Query history, summary, graphs, call logs, statistics, and more.  Payment files post to system almost instantaneously.
  • Secure – IVR’s are usually PCI-compliant for data security.
  • Reliable – No special hardware means no hardware problems. Access to call log information provides reassurance of the customer interaction, so there’s no guessing.

Overall, IVR systems can give small operations the same opportunities to connect with customers 24/7 as large companies, at a fraction of the cost.  Since it is not feasible for most small businesses, utilities, cities, and municipalities to have support representatives available 24/7 for customer inquiries, IVR systems can provide a layer of automated services as an alternative.

Do you use IVR systems? What are some of the pro’s and con’s of this service?

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One Comment

  1. yusuf
    Posted April 2, 2012 at 6:07 am | Permalink

    we use ivr and i can not find a negative point about ivr