ivr

is a technology that allows a computer to interact with humans through the use of voice and DTMF keypad inputs.

Interactive Voice Response

In telecommunications an IVR allows customers to interact with a company’s database via a telephone keypad or by speech recognition, after which they can service their own inquiries by following the IVR dialogue. IVR systems can respond with pre-recorded or dynamically generated audio to further direct users on how to proceed. IVR applications can be used to control almost any function where the interface can be broken down into a series of simple interactions. IVR systems deployed in the network are sized to handle large call volumes and properly adhering to clients request for further information or help with a contact centre agent as the end result.

...yes the IVR is much more than that, simplistically put we can queue the customer with a highly complex skills based routing management solution that means your clients speak to the best available staff with no fuss and have an enjoyable experience. If we want a rule that all calls are handled within 30 seconds, we can do that. We can create music on hold, advertisements or general product information, if a person does not want to hold they can leave a message that will generate a call back and enabling the customer to get on with their activities. In some cases we can even ask the customer what music they would like to hear...putting the customer in control and at the end of the day we are here to serve your customers and treat them the way you want us too.