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IVR Solutions
This section of our technical library presents information and documentation relating to IVR Solutions
and Interactive Voice Response 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.
7 Tips to Deploy a Successful IVR System
Chris Bajorek,
Alex Pournelle
To achieve success the first time out with your IVR solution, heed these pieces of advice.
- 1.Don't skimp on the platform. Choose industrial-grade PC platforms that are robust enough for network servers. Anything less can result in crashes, premature failures, or worse. Before you shop, do your homework because IVR systems have a wide range of platform needs. For example, a 4-line IVR system can get by with a 486-based platform, while a 24-line system requires a Pentium.
- 2. Be aware of PBX integration requirements. You cannot just hook up an IVR behind a PBX and expect it to properly transfer calls. In many cases, IVRs must be trained to the target PBX environment.
- 3. Provide paths to a live company representative. Be sure rotary phone callers are quickly connected to a live person. Avoid trapping callers in "IVR jail" without opportunities to get to a representative quickly.
- 4. Do load testing. Before placing your system online, generate call traffic on multiple lines and verify correct operation. Make sure that other server modules in the same box are not negatively affecting performance.
- 5. Don't record the prompts yourself. If you build your IVR, don't record your own speech prompts. Use a company that offers this service--your IVR will sound much more professional.
- 6. Analyze call logs weekly. Be prepared to modify the call flow of your IVR as you discover which menus callers are frequently and infrequently using. Be on the lookout for early hang-ups because they indicate caller frustration.
- 7. Be ready to scale up quickly. Your IVR needs to be scalable and allow quick upgrading to handle more lines. Be prepared for a flood of calls that exceed your best estimates.
What is Interactive Voice Response (IVR) and Voice Broadcasting (VB) and how can it be applied to different ivr applications?
Visit our Contact Center Outsourcing
web page to learn more about these products and services.
Contact DSC today. to learn more about our IVR services and IVR application development software.
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