IVR

Electronic Tele-Communications, Inc.

Intervoice, Inc.

Syntellect Inc.

Guide to Interactive Voice Response (IVR) Systems

Use technology to manage and meet customers' needs
By Toni Klym McLellan

We've all been frustrated by landing in 'voicemail jail' or being abandoned on indefinite hold. But interactive voice response (IVR) systems are improving along with the technology available to small business.

IVR systems allow customers to interact with your company via a computerized response system. While there are significant costs to implement IVR, you can save time and money fulfilling simple requests such as company hours, driving directions or simple technical support solutions.

IVR Systems can help your business:

1. Save time — staff normally assigned to answer questions can attend to other tasks or answer more calls with greater efficiency.
2. Save money — time is money, and time saved handling easily answered questions equals more efficiency.
3. Add convenience — basic questions and streamlined call routing are handled electronically.
4. Provide responses 24/7 — IVR systems can address customer issues beyond office hours.

Action Steps

The best contacts and resources to help you get it done

Consider the possibilities IVR systems can be as simple as keypad-prompted recordings (to check account balances) or as complex as highly sensitive voice recognition response systems (to locate the appropriate tech support personnel). IVR can be established on site or hosted elsewhere by a service provider.

I recommend:  IVR Software Development and IVR Technologies Inc. provide the tools to set up your own IVR System. FreedomVoice Systems does all the setup and hosting for you. Voxeo will do either, depending on your needs.

Assess your IVR needs Does your business require intensive customer interaction? Do you need a simple call and response system for collections or a political poll or survey, or something more interactive? What's your budget for new technology? Do you want to set up a system yourself or do you prefer to let another firm handle everything?

I recommend:  Narrow your focus and get free quotes by taking this quiz from BuyerZone.com.

Find the right provider Whether you want to establish your own IVR system or have a third party set up and provide hosting, there are providers out there that offer exactly what you need.

I recommend:  The Yahoo! Business and Economy Directory contains a Voice Access section and a Computer Telephony/IVR listing firms offering IVR systems.

Tips & Tactics

Helpful advice for making the most of this Guide

• IVR isn't just for customers or clients — systems can be implemented for off-site staff to report in regularly.
• IVR boosts your company's professional image by consistently addressing callers' needs.
• Don't dismiss IVR if you're an independent contractor: Monthly plans offered by firms are both affordable and add credibility, and add polish to your solo enterprise.
• Take advantage of even the briefest hold times to promote new products or services.
• If you choose to use hosted IVR, make sure your provider clearly spells out terms (cancellation, expanded service) and conditions before signing on.
• If you implement your own IVR system, consider hiring a voice-over professional to record your call prompts.