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Analysing Types of IVR Systems for Businesses

Types of IVR Systems

IVR systems define today’s efficient and most appreciated methods of companies and organisations, which provide an automated way to manage clients’ relations. Regardless of the call being as simple as providing an address or as elaborate as booking a flight, IVR systems act as technology assistants to the customers. When different IVR systems and their uses are fully understood, then the business will be in a good position to select the right IVR solution.

What are IVR Technologies?

IVR systems consist of different software and hardware tools through which a person is interacted with on the telephone. These technologies employ the help of pre-recorded voice prompts, voice recognition, and DTMF tones to go to the different menu levels and perform customer orders. These systems have IVR Software at their core, where the call flow, the links to the back end like CRM (Customer Relation Management), and the interactions are handled.

IVR Systems are Categorised into the Following Types:

Basic IVR Systems

Existing IVR systems are quite simple and allow interaction between the caller and the system using pre-recorded human messages and digits using Dual Tone Multi Frequency (DTMF) tones. Subscribers use their keypads to input numbers to get to the desired department or obtain information depending on their choices. These systems are very economical and easy to implement, best suited for basic and routine calls and queries.

Example: A customer dials a bank’s customer service line and conducts a balance check or funds transfer through the IVR system.

Speech-enabled IVR Systems

Integrated speech-enabled IVR systems include the use of natural converse meaning that a caller will interact with the system using voice. Not limited to button pressing but instead, those who are using this modem can command their request or answer using voice recognition. This enhances the user experience since the interactions are easier and do not require much accuracy on the menus.

Example: A customer makes a telephone call to an airline to know more about their flights. They do not have to go through the use of submenus for the IVR; instead, it is as if they are speaking as they would: “How is flight 123 doing?” Out comes the response about the flight’s status.

Outbound IVR Systems

While traditional IVR systems respond to inbound calls, outbound IVR systems initiate calls to deliver automated messages or notifications. These systems are used for appointment reminders, payment reminders, surveys, and marketing campaigns. Outbound IVR can reach a large audience efficiently, delivering personalized messages and gathering feedback.

Example: A healthcare provider uses outbound IVR to remind patients of upcoming appointments or to conduct patient satisfaction surveys after a visit.

Conversational IVR Systems

Conversational IVR systems represent a more advanced form of IVR that combines speech recognition with AI (Artificial Intelligence) capabilities. These systems can understand and respond to natural language, providing a more human-like interaction experience. Conversational IVR can handle complex inquiries, process transactions, and even escalate calls to human agents seamlessly.

Example: A telecommunications company uses conversational IVR to troubleshoot technical issues, allowing customers to describe their problems naturally. The system understands the issues and provides solutions or transfers the call to a technical support agent if needed.

Examples of IVR Applications

  • Banking and Finance: IVR systems are widely used in banking for tasks like checking account balances, transferring funds, and activating cards.
  • Telecommunications: Telecom companies use IVR for bill payments, service activations, and technical support.
  • Healthcare: Healthcare providers use IVR for appointment scheduling, prescription refills, and patient notifications.
  • Retail and E-commerce: IVR systems assist with order tracking, product inquiries, and returns processing.
  • Utilities: Utility companies use IVR for meter readings, service outage reporting, and billing inquiries.

Choosing the Right IVR System

When selecting an IVR system, businesses should consider their specific needs, customer expectations, and the complexity of interactions required. Basic IVR systems are suitable for straightforward tasks and cost-effective solutions. Speech-enabled and conversational IVR systems enhance the user experience by offering more natural interactions and handling complex inquiries effectively. Outbound IVR systems are ideal for proactive customer engagement and service notifications.

Bottomline

IVR systems continue to evolve, offering businesses powerful tools to automate and improve customer interactions. Whether through basic menu navigation, speech recognition, outbound messaging, or conversational capabilities, IVR systems play a crucial role in enhancing efficiency, reducing costs, and delivering superior customer service. By understanding the different types of IVR systems and their applications, businesses can leverage these technologies to streamline operations, increase customer satisfaction, and stay competitive in today’s digital landscape.

Benefits of Hosted IVR SystemAlso Read: Top 8 Benefits of Hosted IVR System for Small Businesses in India

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