Introduction to interactive voice response (IVR)

Routine requests for information make up the bulk of incoming calls to many call centers, eating up resources that could be better spent handling more substantial customer service issues. An interactive voice response (IVR) system offers an automated and cost-effective way to provide the same information.

While many people have a general dislike of automated phone systems, well-designed IVR systems are easy to use and provide access to valuable information. Buying and setting up an interactive voice response system includes working with the dealer to design the 'tree' — the branching set of menus, prompts, and answers — so that callers can quickly find what they want.

IVR is most familiar as a solution for inbound customer calls, but has other uses as well. IVR can provide a boost for sales-focused call centers: they're available to take orders around the clock, without requiring you to hire workers for additional shifts.

Another popular application for interactive voice response is providing information for mobile employees, allowing them to call in for automated status updates and assignments. IVR can also be used for outbound calling, including customer service follow-up and surveys.

At their most basic, interactive voice response systems play pre-recorded messages in response to specific numbers being pushed on the telephone keypad. Full-featured systems incorporate both speech recognition, which allows callers to simply speak their choices, and text-to-speech technology that reads information from a database aloud, without the need for pre-recording.

This BuyerZone IVR Buyer's Guide will help prepare you for an interactive voice response purchase by describing:

• how to compare multiple IVR systems
• which features to look for
• how to choose an IVR dealer
• how much you can expect to pay

When you're ready to start talking to providers, BuyerZone can connect you to multiple IVR dealers in your area — free.