Interactive Voice Recording (IVR)

Interactive Voice Recording (IVR) is a technology that interacts with the caller. It is an automated telephone system that gathers information about the customers and their demands and route them to the appropriate department or representatives. An IVR accepts a combination of voice responses and touch-tone keypad selection and provides the appropriate responses in the form of voice, fax, callback, email and other contact methods.

Interactive Voice Recording systems mainly consist of telephony equipment, they may also be a software application that receives signals or a database through which the customer is routed. An organization can run as many IVR as they want in order to gather information.

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IVR At Capstar Solutions

As a unified communications and system integration company, we have tested a number of IVR in different scenarios. We have been playing with IVR for quite some time. The best and the most convenient Interactive Voice Recording that we have found so far is of Digium’s Switchvox. Switchvox is a state of the art Interactive Voice Recording Solution and we implement it in a number of different ways. The great thing about Switchvox IVR is that we can always define them on the basis of office timing.

For example, if someone calls our office between 9 am to 5 pm, there is an Interactive Voice Recording in place.  It tells the customer that we are open. And if someone places a call after these timings or before 9 am, the system promptly gathers the information about the customer. it then sends an email to the customer telling him or her that her needs will be met the next time office opens.

Benefits of Interactive Voice Recording

Interactive Voice Recording technology can benefit both large and small businesses in the following ways:

  • Saves time and money. Interactive Voice Recording technology can replace humans to answer frequently asked questions. It can also provide commonly requested information — such as directions, hours of operation, etc. — that doesn’t require critical thinking skills.
  • Greater customer satisfaction. IVR technology indeed eliminates wait times by responding to a caller immediately.
  • 24/7 service. Interactive Voice Recording technology can operate without any interruptions. Although is available to provide information to callers whenever they need it.