IVR (Interactive Voice Response)
IVR
(Interactive Voice Response) provides call center automation, allowing
routine functions to be completely automated and agent tasks to be
supplemented. The result is increased call center efficiency,
decreased costs, and agents who are more available to assist callers who
need assistance from a person. A common IVR is the automated attendant
function, that screens and routes calls without agent intervention.
Most IVR systems have an integrated voicemail function.
Interactive Voice Response (IVR)
Vendors
IVR Optimization: A Small
Investment for a Great Payback
Benefits and ROI of Hosted/Managed
Service IVR
Voice Self-Service Is Essential for Achieving Enterprise and Contact Center
Goals
IVR Goes Proactive
The Recession's Impact on Contact Center Technology
Investments
Systems, Boundaries, and Starting Points
in the Call Center
External Validation: Part Five in the Continuing Series, Getting Quality Right
Attention-Catching Customer Service Depends on People
Contact Center Automation: A Well-Oiled, Intelligent Machine
for Customer Service
Why the Masses are
Right about IVR
Call Center Automation
Fourth & Inbound
to Go!
Finding a Clear Voice in IVR
Speech Recognition Software
Speech Recognition Comes of Age
A Plan for the Future
IVR
Loops - Are Callers Getting Stuck?
Resources for Medical Call Centers
Don't
Put the Technology Cart Before the Horse
Outbound
Telemarketing Systems
IVR Stands for "Immediate Value
Returned"
See Appointment Scheduling,
Call Scripting, Message-Taking, Order-Entry,
Speech Technology,
Unified Messaging, Voicelogging, and
Voicemail
for other specific system software information, as well as the
Software, Technology
and
Telephony sections.
|
