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IVR systems interactive voice response

IVR Technology Company

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.

Voice Self-Service Making Comeback

The following is an extract from the article "Voice Self-Service Making Comeback" written by Kimberly Hill from Contact Center Today:

"The first wave of self-service tools that utilized interactive voice response (IVR) and voice-recognition technology was -- to put it diplomatically -- less than impressive. But enterprises should ready themselves for the second wave, according to research by the Yankee Group. And they should consider taking advantage of the far more advanced tools available this time around.

"IVR technology is at a point now where consumers almost cannot tell the difference between talking to a person and talking to a computer," Richard Feinberg, director of the Purdue University Center for Customer Driven Quality , told NewsFactor.

Try, Try Again

Voice self-service applications based on touch-tone, speech recognition and text-to-speech technologies serve customers far more cost-effectively than using live agents, the Yankee Group says. In the past several years, competition in the voice self-service market has stepped up considerably, increasing the applications and delivery models available to decision makers, report author Art Schoeller told NewsFactor.

However, like all customer-service tools, callers find using these applications frustrating without proper design and maintenance. Better interface design is key to successfully deploying a cost-effective system, Schoeller said. Skilled programmers are key to that goal.

The Price Is Right

Not only has the technology improved, but so have the terms, Feinberg pointed out. "It's a price point now that is affordable for even moderate-sized businesses," he said. "What's holding back the growth," said Feinberg," is the past experiences that decision makers have had with these technologies. There is a general fear that consumers are going to react the same way they did the first time around, he explained.

The cost of deploying these applications is an order of magnitude less than the cost of using live agents, Schoeller said. And current conditions have created a buyers' market, he added. Enterprises should negotiate hosting service level agreements with terms and conditions that tie the hosting provider's revenue with effective application design, deployment and monitoring.

As with many CRM-application categories, hosting is gaining popularity in the voice self-service niche. The approach has undergone fundamental shifts in the last three years, however, Schoeller explained. Some of the new developments include the VoiceXML standard, which will help this market......."

To view the entire article, visit www.contact-center-today.com.

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