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IVR

Interactive Voice Response (IVR) technology can help significantly improve customer support.

IVR software provides automated response service capabilities by enabling customers to use the keys on a touch-tone phone to access information, such as bank account balances, flight arrival and departure times, and package delivery status..

This capability is provided by using a pre-recorded human voice stored on a computer hard drive, or by using text-to-speech technologies. These pre-recorded options are accessed via customizable touch-tone dialing (DTMF) phone menus.

Some systems offer a self-service option that includes an unlimited number of phone menu options such as playing a message, routing an interaction to a queue, sending a fax, opening a sub-menu, and other features.

Systems can vary in scalability, from several ports for a single location, to thousands of ports suitable for multiple centers or even carrier networks.

Industry analysts report that call center ivr software can significantly reduce the cost of supporting customer interactions if advanced speech software is used to more flexibly support complex interactions, such as helping callers complete applications, scheduling service requests, providing technical support, and handling financial transactions. Some studies show that a company migrating from touch-tone to ASR experiences up to a 15 to 20 percent gain in un-assisted call completions. Below is a list of vendors who can implement an integrated self-service system for your business.


[24]7

[24]7 is redefining the way that companies interact with consumers. The company’s customer engagement platform assists several hundred million visitors and engages in 1.5 billion conversations annually, across all channels, most of which are automated. Using [24]7 solutions, many of the world’s largest and most recognizable brands are anticipating and acting on consumer intent to create more personalized customer experiences. This shift to an intent-driven engagement strategy results in an order of magnitude improvement in digital adoption, customer satisfaction, and revenue growth.

Aspect

Aspect builds customer-company relationships through a combination of customer contact software and workforce optimization for the enterprise.

Jacada Inc.

Jacada Inc. enables organizations to deliver effortless customer self-service and agent assisted interactions by implementing cutting-edge mobile, smart device, and web based visual IVR solutions, as well as optimized agent desktops, and business process optimization tools. Customers can benefit from an improved customer experience at every touch point with the organization, whether at the contact center, on the mobile, the website, or at the retail store. Most Jacada deployments provide complete return on investment within the first three to seven months after deployment. Founded in 1990, Jacada operates globally with offices in Atlanta, USA; London, England; Munich, Germany; and Herzliya, Israel.

Nuance

Nuance provides tailored customer service solutions that support intuitive and pleasing interactions between companies and their customers. Our full suite of customer care solutions – including speech-enabled IVR, full-service hosting, proactive outbound notifications, routing and CTI services, desktop optimization and business consulting – enable organizations with complex and evolving customer care operations to earn happy, loyal customers.