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This section of our technical library presents information and documentation relating to IVR Development and custom IVR software and products. Business phone systems and toll free answering systems (generally 800 numbers and their equivalent) are very popular for service and sales organizations, allowing customers and prospects to call your organization anywhere in the country. The PACER and WIZARD IVR System is just one of many DSC call center phone system features..

What Is IVR?. An Interactive Voice Response (IVR) processes inbound phone calls, plays recorded messages including information extracted from databases and the internet, and potentially routes calls to either inhouse service agents or transfers the caller to an outside extension.

Contact DSC today. to learn more about our IVR services and IVR application development software.

Why Customers Hate Your IVR System
Page 6

Speaker verification
Speaker verification, one of the most advanced of all IVR system features, simplifies one of the most cumbersome processes callers have to cope with—identifying themselves to the IVR system.

Older IVR applications identify callers through automatic number identification (ANI), which recognizes the originating telephone number, or by prompting the caller to enter an ID such as a PIN, an account number, or a credit card number.

All of these have the potential to frustrate. ANI only works if the customer is calling from a number that is recorded in the company’s customer database. The customer may not have his account number handy when he makes the call. And we all have so many PINs to remember—PINs that we’re asked to change periodically—that asking for a PIN is almost a sure way to put the caller in a bad mood.

Add to the frustration the fact that all these methods of identification are inherently less than secure. Anyone can call from your telephone, and whoever has your credit card has your credit card number as well. Even PINs can fall into the wrong hands.

Speaker verification eliminates all these frustrations by using the caller’s voiceprint, which is as unique as a fingerprint. The application prompts the caller to speak a standard or a random phrase and compares the response to voiceprints on file. It’s quick and easy, completely secure, and there’s nothing for the customer to remember —or forget. Speaker verification is an unobtrusive way to reduce fraud, eliminate the need to issue and reset PINs, and reduce the length of telephone calls.

Time to take another look at interactive voice response technology?

Maybe your customers don’t hate your IVR system. Maybe your contact center is out ahead of the curve, and your self-service applications delight your customers and make their experience of dealing with your company a pleasure.

But if this is not the case—if you’ve been reluctant to deploy an IVR system because you’re put off by their shady reputation, or you have an IVR solution and your customers aren’t happy with it—then it’s probably time for you to investigate the new capabilities available for voice self-service applications.

By applying the tips we’ve presented here and deploying state-of-the-art IVR technology, you can improve customer service, increase revenue, and reduce contact center expenses.

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Aspect Communications is among the leading providers of IVR technology designed to enhance the customer experience at the same time it reduces your contact center expenses. Their IVR solution, Aspect® Customer Self-Service, is a full-function, easyto- use voice self-service system that incorporates the most advanced text-to-speech, speech-recognition, and speaker verification capabilities. If they can help you better understand the self-service functionality that could increase your customers’ satisfaction with your services while reducing costs, please contact them at 1 (888) 412-7728.

Contact DSC today. to learn more about our IVR services and IVR application development software.