Related Sponsors

What are IVR systems typically used for?

Home » Information Technology » Interactive Voice Response » What are IVR systems typically used for?

Some of the common IVR functions include:

 stock and bank account transactions

 telephone surveys and polls

 call-center forwarding

 simple order entry

 selective information look-up (e.g., flight and movie schedules)

IVR systems are also used to manage such services as order placement, balance inquiry, caller identification and routing, and airline and hotel booking.

IVR software is engineered to handle two-way interactions with callers unlike traditional voicemail systems, which are primarily considered a one-way communication tool (i.e., the caller leaves a voice message). Call centers use IVR to quickly identify what information or service the callers need and obtain the appropriate numeric information such as patient ID or account numbers. When you call a larger company, you may first encounter an automatic call distributor (ACD) system, which is often used instead of the more pricey IVR packages. ACDs are computerized phone systems that distribute a large volume of incoming calls to specific telephones or operators. ACDs are the electronic heart of call centers—responding to callers with voice menus and connecting calls to the appropriate individuals.
What are some of the short-comings with IVR? These systems are frequently criticized for being impersonal, unhelpful, and hard to use. Poor IVR design leads to systems that frustrate callers or ignore their needs. Everyone can relate to the feeling of being lost in a loop of pre-recorded messages and dead-end menus. A well-designed, user-friendly system answers inquiries promptly or directs callers to the person they need with little hassle.

Next Page: What are some important features of IVR systems?

Related Interactive Voice Response Articles