|By Viola Allen||
|February 21, 2014 09:21 AM EST||
IVR or Interactive Voice response is a communication technology which helps the customers to establish an interactive session with the hosting system of an enterprise through the keypad of a phone or via speech identification. After having done this, they are free to put up their inquiries as mentioned in the IVR menu. IVR system can work with either a prerecorded audio file or with an instantaneously generated audio file. Users gain access to these files and proceed further. IVR is becoming popular in communication via VoIP and SIP Trunking.
An IVR system comprises of:
- A telephone equipment
- Sustaining infrastructures
- Applications and Software.
IVR plays a major role in the following:
- Call forwarding in a call center
- During polls and surveys
- In routing of calls within the office
- In banks while managing account balance and monetary transfers
- While looking for some centralized information
- While planning for movies, etc.
Interactive Voice Response is a very useful development and a very important boon to businesses that are planning to magnify their image among the rest of their competitors. IVR also helps them out by simplifying their delegation and transfer procedures making their management easier. It also helps in increasing the output and efficiency of the company along with an elevation in customer satisfaction. IVR also helps in saving money, thus generating more revenue.
IVR has the ability of routing the calls of customers to the exact destination and the exact agent who can help them out immediately. This feature of IVR helps is saving a lot of time of both the customer and the call center executive. Besides this, IVR is skilled in managing basic transactions like common sales and services, customer inquiries, information gathering, and support calls being made to the respective company.
The technology of IVR is highly advantageous for the customers, company executives, and the company itself. But this is only possible when it is setup properly. However, if setup improperly, it will only lead to the devastation of your business. Improper setting will lead to the generation of criticisms among the customers, by and large.
Here are following tips and practices which, if followed, will help in generating praises for the IVR among the customers:
1. Restrict the Options available to your Customers
It is a general human behavior that each one of us gets frustrated if we have to wait in a queue. Similar is the case with IVR. A customer is bound to get annoyed if he has to hear a long list of IVR queue which has plenty of options, followed by limitless levels. Your customers will definitely feel happy and jubilant if your IVR system is short and crisp. Besides this, he will be pleased with the limited options from which he has to choose. The calls will be completed earlier, thereby saving the money of the calling party. This will bring in more customer satisfaction.
2. Make sure that you have provided an option of direct contact with the Customer care executive
It is a general practice with most of us that we do not admire to speak to a computer. Most of us generally want to talk to a customer care executive. Not only this, in many cases there customer inquiries which do not fall in any of the categories. In such situations, there must be an option for the customer to step out of the IVR queue and have a live conversation with a customer care executive. This will help in building up a strong camaraderie between your business and customers.
3. Try to offer the most familiar options initially
Most of the time, the customers make a call to the company in order to enquire about their bills and service options. Making such queries as the initial options in the IVR queue will not only save the time of the customers but will also stimulate them to be associated with your company for a longer time.
4. Try to train all your executives or employ only those who are well-trained
Customers call a company only when they are facing any problem and want to solve their queries. In order to escape out of such situation, they wish to speak to executives who have sound knowledge of their respective fields. They will get disappointed if they come across an executive who is not well-versed with his subject. This will lead to the generation of negative image of your company.
If you want to find out how effective your IVR system is, try to witness it yourself. If you yourselves find it boring and tiresome, then it is very much possible that your customers will also have the same feeling. You can also set up an IVR survey at the end of the call in order to find out how you can improve the effectiveness of your IVR service.
To manage complex web services with lots of calls to the cloud, many businesses have invested in Application Performance Management (APM) and Network Performance Management (NPM) tools. Together APM and NPM tools are essential aids in improving a business's infrastructure required to support an effective web experience... but they are missing a critical component - Internet visibility. Internet connectivity has always played a role in customer access to web presence, but in the past few years u...
May. 25, 2015 10:00 AM EDT Reads: 5,477
There's Big Data, then there's really Big Data from the Internet of Things. IoT is evolving to include many data possibilities like new types of event, log and network data. The volumes are enormous, generating tens of billions of logs per day, which raise data challenges. Early IoT deployments are relying heavily on both the cloud and managed service providers to navigate these challenges. In her session at Big Data Expo®, Hannah Smalltree, Director at Treasure Data, discussed how IoT, Big D...
May. 25, 2015 10:00 AM EDT Reads: 3,919
Buzzword alert: Microservices and IoT at a DevOps conference? What could possibly go wrong? In this Power Panel at DevOps Summit, moderated by Jason Bloomberg, the leading expert on architecting agility for the enterprise and president of Intellyx, panelists will peel away the buzz and discuss the important architectural principles behind implementing IoT solutions for the enterprise. As remote IoT devices and sensors become increasingly intelligent, they become part of our distributed cloud en...
May. 25, 2015 10:00 AM EDT Reads: 1,704
SYS-CON Events announced today that MetraTech, now part of Ericsson, has been named “Silver Sponsor” of SYS-CON's 16th International Cloud Expo®, which will take place on June 9–11, 2015, at the Javits Center in New York, NY. Ericsson is the driving force behind the Networked Society- a world leader in communications infrastructure, software and services. Some 40% of the world’s mobile traffic runs through networks Ericsson has supplied, serving more than 2.5 billion subscribers.
May. 25, 2015 09:45 AM EDT Reads: 1,039
In their general session at 16th Cloud Expo, Michael Piccininni, Global Account Manager – Cloud SP at EMC Corporation, and Mike Dietze, Regional Director at Windstream Hosted Solutions, will review next generation cloud services, including the Windstream-EMC Tier Storage solutions, and discuss how to increase efficiencies, improve service delivery and enhance corporate cloud solution development. Speaker Bios Michael Piccininni is Global Account Manager – Cloud SP at EMC Corporation. He has b...
May. 25, 2015 09:30 AM EDT Reads: 954
Information Technology (IT) service providers have historically struggled between the huge capital expenditure and long development cycles of building their own cloud versus the thin margins and limited flexibility of using public retailers such as Amazon Web Services (AWS). The emergence of wholesale cloud, and the technologies that make it possible, is revolutionizing how and by whom enterprise IT is delivered. Wholesale cloud is the game-changing third option between building your own (BYO) c...
May. 25, 2015 09:00 AM EDT Reads: 2,863
Shipping daily, injecting faults, and keeping an extremely high availability "without Ops"? Understand why NoOps does not mean no operations. Agile development methodologies require evolved operations to be successful. In his keynote at DevOps Summit, David Tesar, Microsoft Technical Evangelist on Microsoft Azure and DevOps, will discuss how Microsoft teams who have made huge progress with a DevOps transformation effectively utilize operations staff and how challenges were overcome. Regardless ...
May. 25, 2015 09:00 AM EDT Reads: 1,474
You often hear the two titles of "DevOps" and "Immutable Infrastructure" used independently. In his session at DevOps Summit, John Willis, Technical Evangelist for Docker, will cover the union between the two topics and why this is important. He will cover an overview of Immutable Infrastructure then show how an Immutable Continuous Delivery pipeline can be applied as a best practice for "DevOps." He will end the session with some interesting case study examples.
May. 25, 2015 09:00 AM EDT Reads: 1,547
The 4th International Internet of @ThingsExpo, co-located with the 17th International Cloud Expo - to be held November 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA - announces that its Call for Papers is open. The Internet of Things (IoT) is the biggest idea since the creation of the Worldwide Web more than 20 years ago.
May. 25, 2015 09:00 AM EDT Reads: 1,444
SYS-CON Media named Andi Mann editor of DevOps Journal. DevOps Journal is focused on this critical enterprise IT topic in the world of cloud computing. DevOps Journal brings valuable information to DevOps professionals who are transforming the way enterprise IT is done. Andi Mann, Vice President, Strategic Solutions, at CA Technologies, is an accomplished digital business executive with extensive global expertise as a strategist, technologist, innovator, marketer, communicator, and thought lea...
May. 25, 2015 09:00 AM EDT Reads: 1,177
Announced separately, New Relic is joining the Cloud Foundry Foundation to continue the support of customers and partners investing in this leading PaaS. As a member, New Relic is contributing the New Relic tile, service broker and build pack with the goal of easing the development of applications on Cloud Foundry and enabling the success of these applications without dedicated monitoring infrastructure. Supporting Quotes "The proliferation of microservices and new technologies like Docker ha...
May. 25, 2015 09:00 AM EDT Reads: 1,647
Even though it’s now Microservices Journal, long-time fans of SOA World Magazine can take comfort in the fact that the URL – soa.sys-con.com – remains unchanged. And that’s no mistake, as microservices are really nothing more than a new and improved take on the Service-Oriented Architecture (SOA) best practices we struggled to hammer out over the last decade. Skeptics, however, might say that this change is nothing more than an exercise in buzzword-hopping. SOA is passé, and now that people are ...
May. 25, 2015 09:00 AM EDT Reads: 3,370
There is little doubt that Big Data solutions will have an increasing role in the Enterprise IT mainstream over time. 8th International Big Data Expo, co-located with 17th International Cloud Expo - to be held November 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA - has announced its Call for Papers is open. As advanced data storage, access and analytics technologies aimed at handling high-volume and/or fast moving data all move center stage, aided by the cloud computing bo...
May. 25, 2015 08:45 AM EDT Reads: 1,319
The 5th International DevOps Summit, co-located with 17th International Cloud Expo – being held November 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA – announces that its Call for Papers is open. Born out of proven success in agile development, cloud computing, and process automation, DevOps is a macro trend you cannot afford to miss. From showcase success stories from early adopters and web-scale businesses, DevOps is expanding to organizations of all sizes, including the...
May. 25, 2015 08:30 AM EDT Reads: 3,881
Cloud services are the newest tool in the arsenal of IT products in the market today. These cloud services integrate process and tools. In order to use these products effectively, organizations must have a good understanding of themselves and their business requirements. In his session at 15th Cloud Expo, Brian Lewis, Principal Architect at Verizon Cloud, outlined key areas of organizational focus, and how to formalize an actionable plan when migrating applications and internal services to the ...
May. 25, 2015 08:00 AM EDT Reads: 3,571