Interactive Voice Response System (IVRS) is an automated system which can answer a good percentage of the customer’s questions by way of pre- recorded voice messages. The system has the capability to respond to the most frequently asked questions and to provide the information required by customers. This system enables the customers to access information and services through a telephone. All such telephones become, in effect, computer terminals for retrieval of information and service requests. This capability can greatly enhance any company's position, particularly with the advances in hand-phones and the inevitable growth of wireless communications for the general consumer. IVRS provides the following functions to the customer via a telephone:
• automated access to information;
• automated services;
• 24 hour operations; and
• consistent quality voice responses.
How does IVRS Function?
When the customer calls an IVRS telephone number, the Voice System answers the call, greets the customer and prompts for instructions via a spoken menu. Responses to the caller are via pre-recorded digitized voice.The system can retrieve information from the database in response to the caller's commands, or execute service requests. It gives the option to the caller to transfer the call to an operator at any time. The customer can also request for hard copy of information or confirmation of service via fax.Outgoing calls can also be initiated by the system and it can help to detect and retry busy or answered calls.
When the consumers dial the IVRS number given to them, the IVRS introduces itself to the callers and guides them to record their complaints after a “beep” or if required talk to operator directly by pressing, say, “9”. The IVRS prompts the consumer to key in their consumer number. As soon as the consumer keys in the same, the IVRS informs the consumer about any pending bill to the consumer. Then it allows the consumer to lodge the complaint. After lodging the complaint, the IVRS issues a unique token number to the consumer for any future reference. If too many consumers are calling simultaneously, they are put on hold.
The software of IVRS should be programmed so that if any consumer has electricity dues more than a predefined value, it would not allow the consumers to lodge the complaint in the IVRS System.An example of what transpires is given below outlining the entire sequence.
• automated access to information;
• automated services;
• 24 hour operations; and
• consistent quality voice responses.
How does IVRS Function?
When the customer calls an IVRS telephone number, the Voice System answers the call, greets the customer and prompts for instructions via a spoken menu. Responses to the caller are via pre-recorded digitized voice.The system can retrieve information from the database in response to the caller's commands, or execute service requests. It gives the option to the caller to transfer the call to an operator at any time. The customer can also request for hard copy of information or confirmation of service via fax.Outgoing calls can also be initiated by the system and it can help to detect and retry busy or answered calls.
When the consumers dial the IVRS number given to them, the IVRS introduces itself to the callers and guides them to record their complaints after a “beep” or if required talk to operator directly by pressing, say, “9”. The IVRS prompts the consumer to key in their consumer number. As soon as the consumer keys in the same, the IVRS informs the consumer about any pending bill to the consumer. Then it allows the consumer to lodge the complaint. After lodging the complaint, the IVRS issues a unique token number to the consumer for any future reference. If too many consumers are calling simultaneously, they are put on hold.
The software of IVRS should be programmed so that if any consumer has electricity dues more than a predefined value, it would not allow the consumers to lodge the complaint in the IVRS System.An example of what transpires is given below outlining the entire sequence.
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Great information about IVR- Interactive Voice Response system is one of the best communication system which gives call access of any communication at specified computer database information.We at Ohvo create affordable, high quality IVR & Interactive Voice Responses for New Zealand & Australian business.
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ReplyDeleteVoice response system
ReplyDeleteA Voice response systemis a specialized technology which responds to voice commands without assistance from a person. VRS provide callers with a range of automated options, allowing them report specific information.