IVR Systems and Media Platforms Revolutionize Today's Customer Service Strategies
May 17, 2012
By Allison Boccamazzo, TMCnet Web Editor
Implementing IVR systems as functioning media platforms means a lot of things: efficiency, higher levels of organization, and tailoring to specific customer needs. Most importantly, this collaboration enhances business’ overall customer service strategies by advancing voice-related technology as we know it. IVR systems typically help organizations operate smoothly with the use of a wide selection of voice applications, while media platforms are used to handle resources such as voice, dtmf and video. Together, the integration of the two allows businesses to increase efficient use of their voice, audio and video resources.
Media platforms have become vital assets to business’ customer service strategies, as they feature natural elements of telco environments, automated customer service and automated bill pay. IVR systems further advance this development with the convenience of customized processes and flexibility, for example, allowing users to talk to his or her VoIP service provider. This allows customers to easily navigate through the automated voice procedure while also engaging and enabling businesses to more actively reach out to customers, ultimately modernizing operations and advancing communications. Some advanced features include voice recognition and text-to-speech options.
In the same functioning arena, inbound and outbound services will also improve with high performing media platforms. For example, the integration of a telco environment and a customer relationship management (CRM) system will offer businesses the personal insight into and involvement with monitoring call center activities and customer reach-out efforts. In addition, media platforms can be used to create services that were previously closed systems, such as voice mail and auto attendant. The SPOT Media Platform from Interact, for instance, has made it possible for customers such as Mortech to stream and record live calls at the touch of a button for a fraction of the cost. Similarly, outbound services serve as an excellent way to proactively reach out to customers, offering the opportunity to send notifications and reminders of individual appointments, meetings or even school closings.
As we move forward in 2012, IVR systems functioning as media platforms are making customer service strategies effortless and more straightforward, essentially rendering them unparalleled.
Edited by Juliana Kenny