ivr systems: the future of communications

2007-03-08 10:33:40

( Business )



Gone are the days of having to dial by name and sweat out at your numeric keypad when you want to talk to somebody on the telephone. Interactive Voice Response or IVR systems bridged the gap more than a decade ago. IVR systems are characterized by a two-way communication between a source of information or the database and a user or a caller. IVR solutions do not require human interaction over a telephone as the user’s interactive at the source of information is already preset by the IVR systems.

Over the years, IVR technology rapidly gained popularity in the business sector. Many companies have availed of its benefits such as banks, credit card and customer-oriented companies. Customers just dial a number and instantly an interactive voice prompt diverts the calls without having to speak directly to a person.

To cope with the increasing demands and changing preferences, traditional IVR systems developed into speech-enabled IVR systems. This new application is powered by the advanced speech technology where customers no longer have to wait in pain to access information. This latest system enables the users to use natural language and the system answers according to its speech interpretation. Advanced IVR systems feature services such as call routing, automated attendant, information retrieval, telephone banking, order placement, balance inquiry and airline ticket reservations.

IVR call flows or structures are designed in a variety of ways. Older versions of IVR systems are dependent on the programmed or preset languages or response while modern systems are structured using the voice extensible markup language or VXML hosting or Speech Applications Language Tags or SALT.

With the evolution of this technology, IVR hosting companies get its big share in the popularity and success. It provided remarkable development in the industry where continuous investment and research are being put on. There maybe some draw backs and loop holes, but if properly designed, it should serve its purpose.


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