IVR, or an interactive voice response system, automates a phone system to recognize word and sentences. These systems do not require the caller to press numbers to advance through the menu. IVR basics are the most basic way these systems are sold. Interactive voice response systems require a computer or server and at least on phone line. With an IVR system you will be able to direct customers and vendors to the right department without hiring a receptionist.

IVR basics should be learned by all companies venturing into the world of interactive voice response systems. IVR basics allows you to learn all aspects of IVR systems, for more informed choices when purchasing. IVR basics are information, training and stores for IVR products and services. Consider all your companies needs and select from the list below:

1. Read information and tips for IVR systems.

2. Explore various IVR possibilities.

3. Learn about using industry specific IVR systems.

Action Steps
The best contacts and resources to help you get it done

Learn all the aspects and benefits of IVR systems

Finding out how the IVR systems work and what is involved in setting them up helps you fulfill your company's needs. There are many IVR features, words and acronyms that may seem foreign to the uninformed. Learning these basics helps decipher IVR information and details.

I recommend: Jupitermedia provides basic information about IVR services and hardware. Visit Accenture for details about the benefits of IVR systems and how to tweak a system to help customers faster. Database Systems supplies articles about how the interactive voice response software works and which solutions are available.

Explore hosting and integrated IVR possibilities

There are numerous IVR companies that provide hosting or integrated services. Compare the features of each IVR host so that you choose the best service or product available for your company. Some companies offer unlimited line use while others require you to pay per line. If your company needs two or three lines, paying by the line is more cost effective, whereas a company with more than three lines may benefit from an unlimited hosting company.

I recommend: Read IVR hosting information and pricing at Voxeo. Skyy Consulting provides a list of features and comparison charts for IVR hosting and integrated systems. Plum Voice system supplies information about IVR hardware and software, which complete an IVR system.

Create an IVR system that is industry specific

Industry specific IVR systems are created to service each industry with the best outcome. These systems offer a more detailed service to the customers, allowing them to quickly access the information or person they need.

I recommend: Find information about industry specific IVR systems and interactive voice response software descriptions with scalable hardware at Prosodie Interactive. Empirix provides a variety of industry specific, fully tested and guaranteed IVR software and hardware systems. Learn how to create fully customized IVR systems for any industry at Datatel Communications.

Tips & Tactics

Helpful advice for making the most of this Guide

• •  IVR systems are sold with a set number of phone lines. With a scalable systems, you can add extra phone lines.
• •  Companies with tight budgets should choose an IVR hosting company to cut costs until an integrated system is both needed and affordable.

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.

Many businesses with a high volume of customer calls implement interactive voice response technology to improve customer service. Interactive voice response, or IVR, allows a company to reduce its number of employees by using a voice recognition software program to handle certain types of customer calls. Some call handling systems require customers to enter numerical responses to computerized prompt, but IVR recognizes voice delivered responses for easier navigation.

Interactive voice response software allows users to get common information about their accounts without having to use the time of your employees—saving your business money. Common uses of IVR allow a caller to get information about an order, dispute a bill, make a credit card payment and many other options. You can also use the software to make automated phone calls to customers to provide information about upcoming appointments or overdue bills. Making the most of IVR includes:

1. Finding support for IVR applications.

2. Combining IVR with CRM applications for increased efficiency.

3. Using interactive voice response systems for outbound calls and utilizing professional talent.

Action Steps
The best contacts and resources to help you get it done

Learn all about your IVR system and make sure it's always working properly

Become familiar with your IVR services and IVR hardware through tutorials and online help. Find additional help from third-party companies that assist in making the most of your IVR system.

I recommend: Voicent Communications provides an online tutorial as well as a free trial. Hire a monitoring service, like PeriPros, to verify your service is running properly at all times. They'll check your system as often as you request and notify you of any problems immediately, so that your customers experience less down time.

Combine IVR with your existing CRM system

Making the most of your IVR system means combining it with your overall CRM solution to achieve an efficient and streamlined process. Some benefits include having direct access to customer information on your screen as soon as they call and improved customer satisfaction.

I recommend: Angel.com offers many IVR/CRM integrations for your convenience. Learn more about how to enhance your call center's effectiveness by combining CRM applications with IVR service at TMCnet. The experts at CRM Today break down the benefits of integration.

Increase customer satisfaction with IVR services

IVR isn't just for inbound service to your customers. It can also handle outbound calls when conducting post-service surveys, giving customers important reminders and more. Protect your investment by hiring professional voice talent for your IVR system.

I recommend: Find out what outbound IVR can do for your company at BuyerZone.com. To ensure and improve customer satisfaction, leave the recorded messages to the pros at companies like The Great Voice Company.

Tips & Tactics

Helpful advice for making the most of this Guide

• •  Larger companies with tech personnel may benefit from in-house IVR systems. Smaller companies without the IT resources would be better off using hosted IVR service where the vendor would service and maintain the hardware and software.
• •  Make sure your IVR service provider creates applications using industry standards such as CCXML, SIP, MRCP, and VoiceXML for more flexibility in upgrades and maintenance.

It's not uncommon to find companies using some form of IVR technology in the workplace. One of the industries this technology dominates is telecommunications. However, there are other markets that use IVR. Automobile makers use it for hands-free operation, including mobile phone and satellite navigation. IVR or Interactive Voice Response lets a computer recognize a voice or keypad entry. In order to become familiar with IVR, it's important to understand these key terms.

Action Steps
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IVR

IVR means Interactive Voice Response. IVR is a telephony technology that enables a computer to identify voice as well as keypad entries. Users are able to use a phone to access a database. They will then access pre-recorded options and may have to speak their information, such as saying their account number or name.

I recommend: Go to TechTerms to get a comprehensive definition of what IVR is and how it works.

VoIP

VoIP stands for Voice-over-Internet Protocol. VoIP is a technology that enables voice to travel over the Internet, using IP (Internet Protocol), instead of over the public switched telephone network. VoIP reduces corporate telephone costs.

I recommend: Go to Voxeo to understand how IVR and VoIP work together.

TTS

TTS stands for text-to-speech. TTS uses speech synthesis technology to change text into voice output. This technology is used on mobile devices, such as GPS (global positioning systems). TTS is also used with IVR.

I recommend: Read how Call-Center-Tech uses TTS to help improve its IVR phone systems.

VAD

VAD stands for Voice-Activated Dialers. VAD is an IVR system that hospitals and corporations are using to replace traditional switchboard operators. This IVR system is designed to cut down on caller waiting time.

I recommend: Pronexus has in-depth information about how IVR works, but it also discusses VAD. You will need to scroll down to the page to access the section about Voice-Activated Dialers.

IVVR

IVVR stands for Interactive Voice and Video Response. This is an IVR technology that includes video.

I recommend: Apex Video explains how IVVR integrates Voice IVR with sophisticated abilities that are found in 3G and SIP phones.

SIP

SIP stands for Session Initiation Protocol. This signaling protocol is used for delivering multimedia sessions, such as gaming, voice, and video, over the Internet. IVR, as well as other technologies, such as video conferencing, streaming multimedia, and instant messaging, take advantage of SIP.

I recommend: Go to Promero to learn how its scalable IVR product works with Cisco’s SIP gateways.