What is an IVR system? Benefits of Using IVR Phone Systems

The use of Interactive voice response (IVR) has become common in many organizations. The system offers an interactive opportunity between humans and computers through the tones generated by each key on the telephone keypad. The system has a dial pad to allow for segmentation, identification, and routing of callers to the appropriate agent within an organization. IVR system works on the principal of computer-telephone integration (CTI) and is called dual-tone-multi-frequency (DTMF) signals. It responds with either a pre-recorded or powerfully generated audio that directs callers on the way forward. The system is more intelligent.

How it works

The major components are a computer, telephony board, phone line, IVR software, and a DTMF. The telephony body otherwise called the telephony card helps the computer integrate the DTMF signals originating from the phone. Hook the laptop to a phone line via a telephony board and IVR software. The software is used for pre-recording greetings and laying down menu options for callers to select using their phone pad.

Advanced IVR systems come with speech recognition capabilities. In this case, a caller can use voice commands to communicate with computers. The software can understand names as well as numerous characters. Today, Majority of the advanced IVR systems use voice extensible markup language (VXML) programming language. This system is composed of Telephone network, TCP/IP network, VXML telephony server, Web/application server, and Databases. Still, the IVR systems can incorporate Text to speech software. This software is essential for organizations if they want to automate outgoing messages fully. 

What can you use your IVR systems for?

The IVR system within an organization or a business has many uses. They include;

•    Route calls within an organization: when a customer makes a call, the system will provide options in the form of a menu or questions concerning the request. It can answer basic questions, but in complex cases, it will reroute to appropriate specialist agents.

•    Ideal for retrieving real-time information from databases: depending on the organization, an IVR system can relay simple data from the database when the user makes a call, e.g., flight schedules, registration for university classes, etc.,

•    Useful for sales: the sales department can use this system for various uses. For instance, it can be a virtual brochure to highlight the services and products offered. 

•    High call volume: IVR systems allow organizations to handle larger call volumes because the calls are rerouted to different departments with specialist agents

•    Application in the medical field where is used to transcribe medical records. Medical professionals record the records of the patients in audio form and then send them to a transcribing machine with a powerful speech to text capabilities – IVR system.

•    As an electronic notification system mainly to the members of an organization who work from home.

Benefits of using an IVR system

i.    First contact resolution

An IVR system allows a customer to be attended to by an agent who is well qualified to tackle the issue. ; This is because customers will be directed to such agents in appropriate departments.

ii.     Increases efficiency in customer service

Agents within a company that uses IVR are qualified in the sector they are placed. They will effectively and efficiently solve issues within that area. This way they meet the specific needs of the customer. The general effect is delivery of efficient customer services.

iii.    Reduce costs of operation and saves time

The IVR systems are cost-effective. To start with, they are incredibly affordable to buy and maintain it’s like a basic free chatline number to re-route the calls. Their scope of work is broad: they perform the job of receptionists, customer service agents, other agents, and managers. Remember, if you’d be using a phone, it will take much time trying to understand callers. This system allows an organization to concentrate on the most critical issues. This increases efficiency besides reducing the cost of operations.

iv.    A show of professionalism 

An IVR system is a mark of professionalism. This is seen from the way customers are greeted to the way they are directed to appropriate departments. Customers get the feeling of being attended to, reason being, the computerized operators give you a speedy answer. Having this system in your organization whether big or small depicts how professional a business is.

v.    Elevated customer satisfaction

IVR systems are efficient in their working. They are easy to operate as well as reliable. Every customer who calls will be directed to the appropriate agent who will solve their problem. Besides, these systems operate throughout day and night. You can call any time and get your issues resolved especially on simple tasks.

For an efficient IVR system, an organization needs to have all software and hardware. It can purchase, install and run them in-house. However, there is an option to subscribe to hosting services. IVR-hosting service comes at a monthly charge. It offers an opportunity for customization of the IVR system, to fit the organization’s needs. Besides, it provides technical support.

DAY 2: Tricks & Tips

Makerland day 2,

The SEO Company that came from Miami, the marketing team they share their tools, ideas, and goals with their Marketing Business.

How they work with multiple clients, how important is to become organized and more.

Keypoints:

  • Content is king
  • Quality over quantity
  • Guidelines

Their marketing strategy with 90% of their clients it’s the outreach and cooperate with other companies to get more exposure and recommendations. They also provide us one of the companies they’re  outsourcing for their monthly SEO packages

Of course the team of SEO miami will be part of the next conference of MakerLand.

Testimonials of our First Marketing & Technology Conference

OHi guys, here are some testimonials of the attendants.

We would love to see you on the next one!

 

Their Experience Testimonials.

It always amazes me how talented people can go from idea to functional project in a day, and the makerland Hackathon left me (and LOTS of others) energized and ready to go home to make new things.  -Ian Cole, Make

 

 

 

 

 

 

 

Makerland has been my favourite conference for marketing in at least couple of years, came back so excited it’s crazy. thank you guys.
-Emile Petrone, CEO of Tindie

It was fantastic! It was an incredibly well run event that will stand out for me for a long time too! the marketing speeches were speechless! i’m so grateful for everything! thank you guys!
-Daniel Friedman, CEO of Ninja Blocks

Last 3 Days i’ve spent on a completely different world and i enjoyed it a lot! as soon as i get home i started creating brainstorming ideas, projects and more!
– Wojtek Erebetowski

Goodbye Warsaw. You & Makerland Surpassed all my expectations. Thanks again guys! i’m looking forward the next conferences.
-Allan McCullagh

On my way back to Chicago after a ridiculously excellent Makerland Event! Huge thank you guys for being amazing hosts and give us the “change” the we need on our marketing and technology approaches.
-Jason Huggins

Had an awesome time at makerland conference and in warsaw, great conference and the marketing company from seo miami that gave their speech also unbelievable such a great weekend!
-Axel Thellman

Seriously this is the most organised, well planned, charming marketing event i’ve been to someone huge needs to snap up! forbes marketing
-Roman Bocall

 

And many, many more testimonials that you guys have made possible.
We’re going to be back again with a new & better version of Makerland.