IVR tools, also called the IVR development tool by business professionals, is short for interactive voice response tools. Put bluntly, the technology is not new. However it is strides ahead of what it used to be, and it is now being utilized by businesses both large and small. Its main objectives are to increase (and usually to maximize) customer satisfaction, improve the quality of daily operations, create and maintain a more organized atmosphere in the workplace, and to make businesses overall more efficient and less costly.
When it was first launched, this technology existed as a touch tone system with callers usually having to wait through lengthy and often generalized options before remembering the number which they hope corresponds to the appropriate response to their query. Now the technology can instantly recognize speech commands and queries, and offer quicker and more accurate options.
This cuts down on costs across the board. Customer service departments of companies, or the customer service aspect of employees with other duties, is immediately made more efficient. Interactive voice response technology can interact with callers and customers without needing to forward the call to a human operator unless absolutely necessary. Customer service areas of companies can be greatly reduced, or the man hours it would take to perform customer service tasks can be better utilized elsewhere for increased production.
Interactive voice response technology is the type of software development that can turn around a fledgling company or boost and already successful one. By interacting with voice response systems, callers can instantly receive the details of a purchase order (tracking numbers, tracking information, departure and arrival dates), due balance amounts, due balance dates, traveling schedules, hours of operation, holiday hours, account and routing numbers, and an endless amount of other information.
A call to an interactive voice response system usually begins with a brief recording providing information to the caller. Older systems would require the caller to listen to a list of options before using the touch tone system to enter a response. Typical IVR systems, though, recognize speech commands and requests immediately and will even interrupt their own recordings to accommodate the commands of the caller. The system is available on a 24 hour basis, and can even be programmed to contact a human representative in emergency situations or can redirect the caller to the appropriate department.