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March 11, 2009

800 PBX Launches IVR Application for Pizza Orders

By Shamila Janakiraman, TMCnet Contributor

800 PBX which specializes in providing Virtual PBX (News - Alert) and smart IVR, reportedly launched a new ‘Dial-a-Pizza’ phone order automation service at a recent trade show.

Dial-a-Pizza is an advanced IVR application which allows seamless end-to-end pizza ordering. We’re completely serious. With the help of Smart IVR, customers can easily ask for one or more appetizers, select from a list of special dishes, select toppings of their choice, even order soda and also apply coupons.
IVR is a technology that automates interactions with telephone callers. Enterprises implement IVR solutions to reduce the cost of common sales, service, collections, inquiry and support calls to and from their company.
Previously IVR solutions used pre-recorded voice prompts and menus to present information and options to callers, and touch-tone telephone keypad entry to collect responses. Modern IVR solutions are capable of gathering input and responses from spoken words with voice recognition features.
Dial-a-Pizza is an advanced IVR application which enables capturing of names and addresses from white pages.  The system is integrated with popular merchant account providers which allow credit cards to be billed while the caller is on the phone. It can authorize customers’ credit cards securely. The given pizza order automatically passes on to the POS system seamlessly and sent to the work queue without any manual intervention.
Presently pizza orders are taken by live agents manually. This has several disadvantages like fatigue arising due to increase in incoming calls during peak hours. This also results in keeping customers on hold who hang up after a while. This leads to loss of revenue for the company. The automated IVR solution handles such shortcomings effectively.
“A lot of automation is possible in the hospitality vertical,” said 800 PBX CEO Manohar Chapalamadugu. “It’s not just cost-driven, but quality enhancing as well.”
800 PBX Inc. provides virtual PBX and hosted IVR applications for both small and medium sized enterprises. 800 PBX specializes in IVR solutions like automated appointment scheduling, telephone orders, address captures and phone support systems.”
Manohar added that in case of international calling the system is capable of even prompting orders in Spanish. The research efforts taken by the company indicates that most callers prefer IVR than speaking with an agent in English. There seems to be more demand for such a service in the U.S, European Union and even Latin American markets.

The company’s Virtual-PBX and IVR technology solutions are being used by several thousand customers.

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Shamila Janakiraman is a contributing editor for TMCnet. To read more of Shamila’s articles, please visit her columnist page.

Edited by Michael Dinan

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