IVR

The convergence of computer, web and telephone technologies has been so marked that the use of the telephone for data gathering and other interactive tasks supporting web based and "traditional" data processing systems has become a commonplace.

The ability to link user input gathered from telephone callers - including members of the public, field based staff and customers - to databases and other computer systems at minimal cost to the enterprise has become a crucial driver of business processes.

IVR systems can range from the straightforward - utilizing a single 4 channel Intel Dialogic PC card and requiring no more than a few days development effort - to a large and complex set-up where hundreds of callers can be processed simultaneously with real-time, synchronised links to web hosted, LAN and WLAN connected systems. Some of the typical tasks regularly entrusted to IVR systems are listed below:

Automated Operator	Customer Surveys & Polls
Voicemail Systems	Information/Brochure Request Lines
Fax On Demand	Data Entry
Message Delivery	Home Automation
Problem Hotlines Help Desks	Predictive Dialer
Credit Card/Account Activation	Sales Prospecting Lead Generation
Web Callback	Price/Stock Enquiries
Payment Acceptance by Phone	Market Research
Product Availability/Ordering	Alerts & Reminders
Location Finder	Event and Subscription Registration

User resistance to interactive voice response systems can be easily aroused and systems that rely on telephone scripts to gather data need to be sensitive to user reaction if they are to be successful.

At the same time it is clearly vital that any data obtained via telephone scripts is accurately, safely and quickly stored away as, by its very nature, such data is transient with no hard copy and, often, no other back-up processes in place to safeguard it.

Our experience of IVR script development and database synchronisation means we are able to develop scripts, their interfaces with the systems they are supporting and the all-important database links. Using scripting tools such as Voiceguide from Katalina and sound file development tools from major manufacturers such as AT&T we can develop and install reliable, comprehensive IVR scripts quickly and at reasonable cost.

For more details click the Contact US button at the top of the page and let us demonstrate what we and the latest IVR technology can do for your business.