Exploring the Benefits of Cloud-based IVR Systems
January 17, 2012
By Juliana Kenny, TMCnet Managing Editor
Cloud-based interactive voice response (IVR) systems are at the forefront of communication developments these days, especially with voice recognition technology bridging the gap between the speech software traditionally relegated to the b2b sectors, with fancy schmancy consumer-targeted solutions such as Siri.
But with heading up the discussion concerning hosted IVR and progressive solutions in this arena, comes many challenges for the leaders in the voice software industry. Questions surrounding security, storage, and price are among a few of the deep-rooted doubts.
Yet the advantages of a cloud-based system seem to constantly outweigh the costs: The ability to access advanced features, host Web-based customer service applications, integrate location-based services into existing IVR applications, and maintain scalability and flexibility are just a few. As one of the prominent thinkers and issuers of cloud-based IVR systems in this regard, Interact has worked diligently to develop services that have since helped to implement solutions reaching over 80 million end-users worldwide.
The customization aspect of cloud-based solutions has its appeal, and the developers from Interact have incorporated that feature into its solutions enabling users to take advantage of customer payment solutions, inbound and outbound surveys, click-to-dial CRM integration, conferencing, and audio streaming.
The powerful development tools that come with Interact’s SPOT Media Platform are prime examples of the flexibility of cloud solutions. With deployment options that allow users to host their own applications or have Interact host them, users of the SPOT Media Platform also enjoy ease-of-migration should a switch of environment need to occur.
Of course, all of these details contribute to the larger picture of the cloud-based IVR system – that of creating the best possible customer relationship management strategy. Businesses that have implemented cloud CRM solutions have experienced improvement in overall customer retention as well as increased visibility into the market. Consider starting with your IVR system and see where the cloud takes you.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO East 2012, taking place Jan. 31-Feb. 3 2012, in Miami, FL. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.
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Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.
Edited by Stefanie Mosca