Interact's IVR Brings Proven Experience to the Market
June 07, 2012
By Susan J. Campbell
, TMCnet Contributing Editor
The decision to deploy an IVR system is a “no brainer” for many companies seeking to meet customer needs while containing costs. IVR systems that are developed with a good sense of what customers require bring great value to the company. Some of the value-added perks include reduced costs at the call center.
According to this My Customer post
, these cost reductions come through the automated features in IVR that bring more efficient routing capabilities. But revenue also gets a boost through IVR's ability to provide opportunities where up-sells can happen more frequently.
Customer service improvements also occur when companies take on an IVR solution. With improved service comes a higher satisfaction rate
, which leads to customer retention and more profits. IVR also improves the ability of companies to launch new initiatives, whether it’s a new product or improved services, companies do well to consider all the benefits rather than focus on just one.
Many businesses are going with a hosted IVR system, but on-premise solutions are also showing some traction. Taking on an on-premise solution gives the user complete control over the equipment and the setup of the system.
The on-premise solution requires larger start-up costs, but there are no on-going monthly payments for services. However, small- to medium-sized businesses with small to non-existent IT staff are gunning for the hosted IVR systems as there is no maintenance or installation required.
Regardless of whether you go with a hosted or on-premise solution, you still have to take careful steps in planning the way your IVR will interact with the customers. Interact's IVR system
brings companies roughly 30 years of experience in IVR systems.
With a large array of voice applications, Interact brings the latest in IVR technology to its customers, offering them carrier grade Linux, call announcements, message delivery, VoIP, SMS, and a long list of other features.
The range of options allows customers to develop applications
that bring value to their IVR solution, value that is scalable and flexible. Interact will help you build the system that you need with custom applications that can be deployed over many environments. This platform gives your customers the ability to access the service using a variety of ways, including through the Internet, tablet computer, or through mobile phones.
Setting up your IVR system through Interact is assisted through the company's SPOT Medi Platform, which brings top-notch communications applications. SPOT can handle media such as voice, video, and DTMF. Interact's platform works well with outbound and inbound services, and with SPOT, companies can manage applications as well as develop them through a web-based console.
For the company focused on improving the satisfaction level for any customer interacting with the call center or the company in general, Interact’s IVR can meet that demand with a powerful and flexible solution.
Edited by Juliana Kenny