Interactive Voice Response (IVR) is a unique technology that makes it possible for callers to interact with a computer using their own voice and phone keypad. This technology is mainly used to automate interactions with callers to improve the quality of service and at the same time to reduce costs. It also helps to prioritize callers so urgent calls are handled first. To deliver such high-end IVR solutions, many companies are developing integrated IVR platforms that offer a comprehensive service to businesses.
One such company that creates IVR solutions is SpeechStorm (News - Alert). Its IVR platform uses dual-tone multi-frequency technology to give users the choice to complete their transaction with an automated system or to talk to a customer service representative right from the beginning of the call. This is an agile system that comes with self-service improvements to constantly improve the quality of service offered to customers.
Many businesses have used SpeechStorm's IVR for their customer interactions. One such enterprise client is eircom, a broadband telecommunications company based in Dublin, Ireland. The IVR platform was installed in eircom's headquarters within a record six months time and since then, the company is getting many benefits from the system. Recently, eircom announced that the system has contributed to a 20 percent increase in customer self-service activities. It is extensively being used by eircom, Meteor and eMobile brands for customer interaction. It has also lowered the cost of call center operations without compromising the quality of customer service.
Incidentally, eircom was the first company to use SpeechStorm's IVR system. This relationship of nine years has gotten stronger after SpeechStorm delivered a renewed IVR solution for eircom within a period of 12 weeks.
It is hoped that this IVR system as well as others will improve customer interaction experience in the future.
Edited by Rory J. Thompson