IVR Systems: Don't Forget to Use Outbound Services
April 24, 2012
By Juliana Kenny
, TMCnet Managing Editor
We can expound upon the ways that interactive voice response (IVR) systems bolster business efficiency and customer service, but lest business owners forget to take advantage of all that outbound services can offer, our advice will be lost.
IVR systems allow agents to attend to more customer concerns with more precision and successful results through speech technology and voice platforms that garner customer feedback and information as to how the agent handles his or her calls. Contact center managers can analyze the given information and then use it to improve overall contact center operation and ROI.
But taking advantage of outbound IVR services can bring a whole different level to the playing field when we’re talking about implementing best practices for customer service strategies.
With the potential to integrate different support channels and improve automation, outbound IVR systems have sort of supplemented and/or complemented predictive dialers. Outbound IVR can include advanced speech recognition technologies that can comprehend complex voice commands or route to a live agent if needed.
Interact, Inc. provides outbound IVR services that take a proactive approach to reaching customers and harnessing their feedback to improve business processes. With top-notch voice software fraternizing with scalable, flexible development platforms, Interact supplies businesses with ways to improve their overall customer retention and agent productivity.
Extending media platforms is generally the way Interact suggests going out managing and developing voice applications that will make customer service easier. Read more on the IVR System channel on TMCnet to learn about how best to take advantage of outbound IVR and discover how hosted IVR now plays into the role of voice-based customer interactions.
Edited by Amanda Ciccatelli