What is IVR? If you’ve called up any call center, chances are good that you’ve had your personal encounter with an IVR. When you contact the customer care center, especially of big companies, you would not be talking to a live person right away. You would hear a recording first and depending on the reason you called, you might be dealing with it for the entire call or you would be transferred to a live person. IVR is interactive voice response, a telephony technology that enables callers to interact with the company database via phone keypad or voice commands. IVR solutions are employed by companies for a number of reasons. These can perform routine services and attend to inquiries 24 hours a day. Such solutions can save the business money and employee resources.
Considering that IVR can serve as the forefront of the company’s customer support team, it is a crucial system that can impact how a customer perceives a business. In that, one has to put a careful thought when choosing a system that offers IVR solutions if he wishes to create the best image of the company. Again, if you’ve experienced calling the call center of any company, you would know how disappointing a poorly designed IVR could be. Most of the time, people would complain about how useless an IVR is. That being said, when finding outsourced solution providers for the IVR system, there are factors that must be considered. Two of them are speech quality and artificial intelligence. And being part of the telephony system of a company, if Avaya support is crucial, help with using IVR is also important. Thus, if you have been tasked to choose an IVR system or a provider for one, you should look beyond the cost. As always, find one that can benefit the business in the long run.