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IVR Solutions


Historically, interactive voice response (IVR) solutions have used pre-recorded voice prompts and menus to present information and options to callers, and touch-tone telephone keypad entry to gather responses. Modern IVR solutions also enable input and responses to be gathered via spoken words with voice recognition. IVR solutions enable users to retrieve information including bank balances, flight schedules, product details, order status, movie show times, and more from any telephone. Additionally, IVR solutions are increasingly used to place outbound calls to deliver or gather information for appointments, past due bills, and other time critical events and activities.

Outbound IVR offers advantages for businesses of all sizes and across verticals, including financial services, healthcare, government, utilities and education.

Why IVR?


A common use for the IVR system is covering the phones when the business is closed due to a holiday. With the Fourth of July just around the corner, companies throughout the nation are making an extra effort to ensure their communications to the customer base while enjoying the day are both professional and properly configured.

As a key element in the customer service arsenal, the IVR, or interactive voice response, system enables a computer to interact with a live person over the phone with the use of voice or a keypad, and it can be used to control just about any function where the interface is easily broken down into a series of common and simple interactions. The contact center will often rely on the IVR to allow customers to complete self-service steps without the need for live agent interaction.

Simple Oubound IVR Flow Chart

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Simple Oubound Survey IVR Flow Chart

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Typical IVR Applications


IVR systems are typically used to service high call volumes, reduce cost and improve the customer experience. Now a days companies are widely using IVR services to extend the business hours of operation to 24 x 7. Examples of typical IVR Applications are ;

  • Telephone Banking — Balance, Payments, Transfers, Requests
  • Order Placements — Credit Card Payments, Online Subscriptions
  • Airline/Train/Buses — Ticket booking, Arrivals, Departures
  • Customer Services — Virtual Receptionist, Customer Care/Support
  • Media & Entertainment — Reality Shows, News Updates, Surveys
  • Hospitals — OP Registrations, Doctor Availability

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