Take advantage of an interactive voice response system (or IVR) to allow a computer to detect when a customer uses voice commands or their touchtone phone to route to a branch of options in your phone system. For example, "Press or say the number 1 to reach a customer service representative. Press or say 2 to speak to our sales department," etc.

Interactive voice response technology is great for a number of fields. You can use them in an office, a call center, for technical support routing, banking, insurance, securities, government, healthcare, retail, utilities, travel and hospitality and more.

To make the most of interactive voice response information before you make a purchase.

1. Learn about the basics of interactive voice response.

2. Determine what phone line branching your company requires.

3. Discuss the best options with one of the many IVR service businesses available. Decide if you need a service or strictly software.

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

Start with basic interactive voice response system information

Understand what interactive voice response is and how it can helpful to begin your research on the topic.

I recommend: Find out the basic information on IVR from Webopedia. hr-guide.com is another IVR reference site. Look at helpful information on potential uses of IVR technology from voicecallcentral.com. SearchCRM.com also offers a comprehensive look at interactive voice response.

Consider the purchase of interactive voice response software

Think about choosing a interactive voice response software over an interactive voice response service. You save the expense of outside people and it should be fully automated.

I recommend: Consider the purchase of VoiceGuide IVR software for your phone needs. Look at the software FAQs from Noble-Amcat. See what IVR software Data-Basics has to offer. Check out the VIR software CT Developer Studio 2.

Purchase interactive voice response system from the experts

Find additional interactive voice response solution information and services from those in the field who provide IVR to businesses. Generally you will have your choice between software, systems or outsourcing, but not every company can offer all three options.

I recommend: Find information on Cisco Unified IP Interactive Voice Response technology. Check out the Interactive Voice Response Development, Interactive Voice Response Software, Interactive Voice Response Systems and Interactive Voice Response Outsourcing from Database Systems. See what IVR services Advanced Telecom Services has to offer. Take a look at what interactive voice response service The Plum Group can offer you.

Tips & Tactics

Helpful advice for making the most of this Guide

• •  When discussing an IVR application make sure that you and your provider are on the same page. Industries that have just recently entered the telecom business refer to automated assistants as an IVR. These technically are two different topics that should be discussed as such.