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IVR systems interactive voice response

IVR Solutions

This section of our technical library presents information and documentation relating to IVR Solutions 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 Software?. 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.

Enhance Customer Service with Interactive Voice Response

For more information please contact:

Renate Sherrer at 360-902-3097, e-mail renates@dis.wa.gov
Dan Davis at 360-902-3339, e-mail dand@dis.wa.gov

The Opportunity

Providing quality, up-to-date information for your customers is a surprisingly time-consuming and expensive process. Staff members need to be properly trained to provide the correct information to callers in an efficient manner. Interactive Voice Response (IVR) can automatically give your customers the answers to their questions. Your customers can call into a designated phone number, enter an authorization code and securely interact with your database to get the information they need. This allows an agency to automate repetitive information that callers are inquiring about.

The IVR system is available on a subscription fee basis to many DIS PBX telephone customers in the Olympia area. The monthly charge is based upon the number of ports you choose to make available. The number of ports are determined by the number of callers you decide can call in at the same time. Each port is only $120 per month.

Certain technology requirements and development costs apply depending on the complexity of your application.

Recommended Action Plan

  • Encourage decision makers to make as much information as possible available through the IVR system
  • Use IVR to answer commonly asked questions and provide information on topics such as current account balances or information, program or case assignments, tidal information, technical support services and more

Potential Benefits

IVR reduces staff time and reduces the amount of errors in redundant information and enhances customer service by allowing:
  • Your customers to call into a central number to find out about important information that your organization offers. Because this information is often repetitive you'll save hundreds of hours in staff time - your staff won't need to answer multiple calls asking the same question.
  • Callers to receive the same information so your customers are getting a consistent and accurate message from your organization.
  • The information on your IVR system to be automatically updated so callers immediately receive current information about your products and services.

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