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While Some Debate,'s IVR Systems Ensure Satisfied Customers
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While Some Debate,'s IVR Systems Ensure Satisfied Customers

September 30, 2009

  By Kelly McGuire, TMCnet Editor

Interactive Voice Response, or “IVR,” has been a debatable topic in the telecommunications industry and, specifically, in the customer relationship management, or “CRM,” market. 

While deployed in almost all CRM companies, an IVR system has been often said as an inconvenient form of communication for some, while others argue that IVR is a time efficient and cost effective communication method. 

According to a recent study by Greenfield Online reported by U.K.-based Call Centre Helper, when polled, 39 percent of consumers said that it is critical to improve voice self-service to make the systems integrate more intelligently with human-assisted service.

That being said, IVR systems provider, has been working towards perfecting their IVR services for customers, especially recently with the company’s efforts to improve customer satisfaction with a survey tool to gauge consumer feedback.  

Often times, within specific IVR systems, customers trying to reach a live agent are often trapped within an automated system, hindering an individual’s ability to reach the appropriate live agent or complete their needs through the IVR system.

According to the study, consumers say the biggest issues influencing their perception of voice self-service have to do with automated systems not recognizing their unique value to the company, the lack of context during the interaction and the need to more effectively recognize customer needs and intent.

However, with’s IVR system, customers receive a unique experience with this low maintenance, easy and efficient service. 

With’s smart IVR technologies of speech-to-text and full integration capabilities, an auto attendant will be able to drive personalized and interactive call experiences, rather than giving the customers the run around with traditional IVR systems. 

This way, call centers can internally improve business productivity, while catering to clients on an as needed basis, by automating basic business functions with the company’s advanced IVR functionality and call routing. 

Additionally,’s IVR application allows businesses to manage their voice applications with a Web-based toolkit that lessens back-end coding and more time getting the customer experience right.

Kelly McGuire is a TMCnet Editor. To read more of her articles, please visit her columnist page.

Edited by Kelly McGuire
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