INTERACTIVE VOICE RESPONSE (IVR)
An automated telephony system popularly known as Interactive voice response interacts with callers and gathers information along with specifying call routes to the appropriate recipients. An IVR system works with a combination of voice telephone input and touch-tone keypad selection and initiates an appropriate response in the form of fax, call back and email.
IVR system consists of telephony equipment, software applications, database, and several software applications and processes. The software is required to be purchased by an organization to run IVRS along with hardware equipment, or they can also select an IVR hosting service that charges a monthly fee.
How an IVR works.
All the IVR applications provide pre-recorded voice responses for several predefined situations, keypad signal logic and access to several relevant data. Using COMPUTER TELEPHONY INTEGRATION (CTI), IVR systems can transfer a call to a human being in charge of the data or information.
Several IVR systems also use dual tone multi-frequency (DTMF) signals as a line of communication between a caller and a computer, predesigned to offer solutions to specific key selections. The computer in order to understand the entire process uses a telephony board or a card to understand DTMF signals.
IVR systems are based upon a programming language known as a voice extensive mark-up language ( voice XML) voice XML consists of several components including a telephone network a TCP network, a web server, and database and all of these work together to provide the best possible customer satisfaction.
Uses of interactive voice response.
There are several uses of interactive voice response systems. One of the most common uses is to automatically initiate Inbound and outbound calls. This process often presents a caller with a menu of options and answers frequently asked questions.
A good sample of this is that when a customer calls a café to book a seat, the IVR uses a predefined sequence of questions and answers to inform the caller the timeslots and availability of seats to provide the best in business customer satisfaction.
IVR systems are used in a more sophisticated way to simplify tasks in other departments of an organization, such as.
Sales. It enables customers to fill in sales order forms with their phone keypad.
Marketing. Marketers can use IVR to spread out surveys to pique the interest of customers.
Benefits of IVR
IVR technology benefits both large and small-scale business
Saves time and money. IVR technology eases the workload on humans through software implemented response systems, which in time reduces in efficiency, thus saving time and costs less as compared to employing a human on the desk.
Greater customer satisfaction. This technology service reduces delay in answering calls thus improving customer response.
24/7 service. IVR technology can operate without any time boundaries; it is available to provide help as and when needed.
Disadvantages of active voice response.
Along with a lot of advantages, there are a few disadvantages to call automation. IVR. Systems have been blamed for being too impersonal as it acts an s a barrier between customers and agents, along with that these systems are also limited to specific type of questions as programmed in them.
Many companies have replaced IVR with automated speech recognition technology that helps callers to speak up their requests Instead of pressing no's on their phones.
Interactive voice response advancement through AI
Despite a few cons Use of IVR. Software’s use is expected to increase in these coming years as because of impressive advancement in AI, this will facilitate IVR to learn while in use.
NLP (natural language processing) is being used as this will help IVR to deliver a response in a more conventional and with a human touch.
Looking For IVR Services Below Are Our Packages
Normal Number Plan (Caller will also charge)
|
IVR Professional Plan |
3 Months |
6 Months |
12 Months |
|
Charges |
4500 |
8500 |
16,200 |
|
Free Minute |
1,500 |
2,800 |
8000 |
|
IVR Enterprise Plan |
3 Months |
6 Months |
12 Months |
|
Charges |
8000 |
15500 |
24,000 |
|
Free Minute |
4,000 |
10,000 |
20000 |
Toll Free Number Plan
|
Toll Free Professional Plan |
3 Months |
6 Months |
12 Months |
|
Charges |
8000 |
18000 |
34,500 |
|
Free Minute |
3,500 |
9,000 |
32249 |
|
Toll Free Enterprise Plan |
3 Months |
6 Months |
12 Months |
|
Charges |
19999 |
38999 |
74,999 |
|
Free Minute |
7,000 |
17,000 |
77999 |
|
IVR Plan Detail |
Professional Plan |
Enterprise Plan |
|
Channel |
6 |
20 |
|
Concurrent Call |
3 |
10 |
|
Ringtone |
Add-on |
Yes |
|
Live Reports |
Yes |
Yes |
|
Agent Wise Report |
Yes |
Yes |
|
Advance Report Analytics |
Yes |
Yes |
|
Custom Music on Hold |
Add-on |
Yes |
|
Web hooks |
10000 |
Unlimited |
|
Call Recording |
Yes |
Yes |
|
Past Data Visibility |
Unlimited |
Unlimited |
|
Call Charges |
1 INR/Min. |
1 INR/Min. |
|
Blacklisting |
yes |
yes |
|
Time Based Routing |
yes |
yes |
|
Multilevel IVR |
yes |
yes |
|
Multi Language Announcement |
yes |
yes |
|
Slick CRM Integration |
yes |
yes |
|
Alert |
yes |
yes |
|
Call Logs |
yes |
yes |
|
Email Integration |
yes |
yes |
|
SMS Integration |
yes |
yes |
|
Email Report |
yes |
yes |
|
Customize Report |
yes |
yes |
|
Voicemail |
yes |
yes |