IVR – What is it?
Copyright © 2009 Jon Harwokey
Interactive Voice Response (IVR) can make it possible for a computer to not only detect but respond to a human voice. This technology has originally only been used in the field of telecommunications. However, it is being used more and more for hands free driving in automobiles all over the world.
Image by » Zitona « via Flickr
Telecommunications is something we are all familiar with even if you don’t realize it. Have you ever called a business and heard a recorded announcement with options to either "say or push 1." After several of these type of prompts, we are usually placed on hold until a live person is available. This seems like a waste of time to most people and has resulted in hang ups and the loss of business. IVR platforms will allow the caller to get to the person they wish to talk to without all the annoying menus and buttons to push. A need for a receptionist to handle the incoming and outgoing phone calls will be a thing of the past. IVR applications can handle much larger call volumes than a traditional receptionist could. This will allow companies who utilize IVR systems to increase customer satisfaction and lower costs. Sounds like a win-win!
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