The IVR System Plays an Important Role in Mobility
August 23, 2012
By Susan J. Campbell, TMCnet Contributing Editor
The fact that people are more mobile than ever before provides businesses with the opportunity to take advantage of technology to reach customers on the move. Alert messages and updates about banking, hotels, airlines or other service providers have become common with bulk voice calling. With Interact's Nimblevox, anyone can easily develop and deploy a bulk IVR system solution that is tailored to meet their specific business needs.
Interact's solution is rich with features like hosted IVR systems, text-to-speech
, answering machine detection, automatic speech recognition, SMS solution, APIs, outbound dialing and more. These are great resources as bulk voice calling grows in popularity. In order to benefit from a bulk voice service using the latest IVR system like Nimblevox, there are a few things to keep in mind.
According to this IVRS World report
, the message
should be quick and to the point. It is important to immediately identify who the alert is from and why it is being made. This is to not only greet the person, but to get their attention and keep them engaged. Too often, alert messages come off as sales calls or other non emergency calls. The key is to get their attention not deter them.
A shorter message can also be cost effective as many service providers
charge per usage time. If the call is quick and to the point the business and the customer will both benefit. And, the message should include a repeat option at the end in case the customer missed anything and wants to revisit. If the customer isn’t reached on the first try, it’s important to try again, but only after waiting about 30 minutes.
There may be a logical explanation as to why they didn't pick up the first time. It’s critical to avoid annoying the customer by repeating the call too many times – they could be in the middle of an important conversation. It is also important to gather feedback and abide by the National Do Not Call Registry. Many service providers are equipped to give businesses a quality online reporting platform for their IVR system to help analyze calls. And, while many alert messages are beneficial to customers, not all of them like the automated IVR system. Knowing the difference is critical in protecting the customer base.
creates, deploys and hosts IVR systems making cloud communication a simple application that connects with SMS solutions, APIs, service creation tools. This allows users to focus on the innovation of application tools while Interact takes care of the support for their IVR system. Given the value of customer interactions, especially through self-service channels, the demand for the IVR system is growing.
Edited by Juliana Kenny