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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.

Automated phone services press the wrong buttons

By Kirsty Needham, Consumer Reporter
August 20, 2004

Telephone users are fed up with talking to machines, voice recognition that doesn't work and long queues for an operator, the telecommunications regulator says.

An annual survey of customer satisfaction by the Australian Communications Authority found widespread unhappiness with directory information services. Almost a third of callers (27 per cent) were dissatisfied - and the biggest reason was interactive voice response systems that did not work.

Consumers said they did not like "talking to a computer", while small business callers complained of "rude, discourteous or unhelpful operators".

Most calls to a call centre, meanwhile, met a keypad menu system. Thirty-seven per cent of household callers said it took too long to be put through to an operator, and too often they got the wrong person.

A Telstra spokesman said the telco's voice-recognition directory assistance system only recognised 2500 names. "Some people interpret it not recognising names as not working," he said.

The executive manager of the ACA's telecommunications analysis group, John Neil, said its report showed "consumers do have concerns about the quality of information they are getting from phone companies about services and options".

There was confusion about "bundling" offers of different services made to households. Mr Neil said phone companies should be particularly concerned at the low levels of satisfaction among small businesses.

The survey found 67 per cent of households believed fixed-line rentals were too high - and that was before Telstra's April announcement that it would be increasing fixed-line rental costs.

Most people using directory assistance numbers were also charged for the service.

Telstra is required to provide a free directory assistance number, but has recently focused its marketing weight on premium-charged information numbers.

"There could be a question of whether consumers are aware of their options," Mr Neil said.

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