IVR SOLUTIONS DELIVERY REQUIREMENTS

2007-03-08 10:33:40

( Business )



Interactive Voice Response or IVR is a technology dealing with automation of interaction of telephone callers to transact business or to inquire with service oriented businesses. Businesses have been turning to IVR solutions to cut down on cost related to sales, service, collections, inquiry and customer support.

Flight schedules, bank balances, product details, order status, movie show times, and many more can be retrieve through a telephone with the aid of IVR solutions. It is also being used for outbound calls to make appointments and gather data on past due bills. New versions of IVR solutions allow voice input and responses through a voice recognition capacity device.

To deliver IVR solutions for your business you will need IVR platforms, IVR applications, back-end servers, telephone infrastructure and IV experts.

IVR PLATFORMS

IVR platform forms the server and operating system where IVR solutions run. It is composed of hardware and software platforms. It enables playing and recording of prompts as well as gather touch-tone input for the designed IVR solutions. Also, it can recognize voice recognition from callers as well as translate voice calls into text inputs while transferring it from any telephone or call center agent.

IVR APPLICATIONS

Programs controlling IVR platform are called IVR applications. It can be created by the enterprise itself, by a development shop or by companies offering custom made IVR applications. It is used to direct prompt callers, gather input and transfer calls.

BACK END SERVERS

Back end servers are servers where necessary customer data is stored. Database, mainframes, java or other application servers as well as third party information are found in back end servers.

TELEPHONE INFRASTRUCTURE

Telephone lines, calls switching equipment and call center automatic call distributors are the composition of a telephone infrastructure necessary for the activation of IVR solutions.

IVR EXPERTS

Employees and consultants who know IVR systems technology and resolving problems related to its implementation are considered IVR experts. They must have expertise on IVR integration, configuration, application and development, reliability and redundancy and solution.


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