Interactive Voice Response Services

Call centers can utilize interactive voice response systems to greatly increase call volume capabilities and customer satisfaction. IVR makes it possible for a computer to process spoken words or commands and numbers by the specific tone they make. The computers using this kind of technology can detect spoken and typed sounds from regular phones. In other words, it is not necessary to invest in special telephones equipped for interactive voice response services. IVR telephony is designed to respond to pre-recorded or dynamically generated audio input to direct the caller to the person or department that can best assist them. This type of telephone technology can be used to handle phone calls in almost any industry, as long as the calls can be broken down into simple menu choices. Once the specific call paths are created, the IVR structure can handle an unbelievably large amount of incoming phone calls.

Call centers and large companies across the globe handle numerous incoming phone calls everyday thanks to the creation of interactive voice response services. Typically, a call center will use a Dialed Number Identification Service (DNIS) to identify which script to use with certain dialed numbers. Once the appropriate telephone script is chosen, the caller is then given menu choices using either pre-recorded audio file or a dynamically generated Text to Speech (TTS). The interactive voice response systems then process the callers' choices by either discerning their spoken word or by recognizing the different tones of the typed numbers on their phone's key pad. For more complex menu choices, speech recognition works far better than key pad tones. In addition, verbal choices tend to simplify the menu as well.

Increasing call volume capabilities is the top reason for call centers and large companies to choose interactive voice response services. Simply put, once the technology is constructed to fit the individual needs of the company, it can handle at least twice the amount of calls than a receptionist or designated call taker. In addition, IVR machines can handle calls around the clock and on days the business would normally be closed. Interactive voice response systems also lower costs. The initial cost of constructing a tailor made program quickly pays for itself as the salary of at least one, if not many, receptionists are no longer necessary. There is also a higher rate of customer satisfaction when their calls are handled using IVR technology. Perhaps this is due to a decreased incidence of calls going to the wrong department, but this may very well be due to the fact that disgruntled callers can no longer take out their frustrations on an automated phone system.

The uses for interactive voice response services are many. IVR technology can be a benefit in the credit card servicing industry. Telephone banking also is made possible in large part to interactive speech recognition applications. Televoting, like the ballot casting found in television contests, regularly uses IVR technology. In fact, call centers can detect where the specific call is coming from and, with computer telephone integration (CTI), will identify the caller on the company database. This additional technology helps in choosing the correct language and selecting the right personal information to disclose to the caller. The accuracy of CTI can be as high as 80%, so it is a somewhat reliable way to segment and organize a client database. "Hear diligently my speech, and my declaration with your ears." (Job 13:17)


Privacy and anonymity can be insured using interactive voice response services to field incoming calls. With an automated system, callers can request or give private information without having to disclose the situation to another person. Many hospitals and medical clinics are relying on IVR technology as a private way for patients to call in and receive medical test results. For example, if a 16 year old girl was suffering from hemorrhoids, she would most likely prefer to hear the test results from an automated service rather than from a 22 year old male nurse. In this way, clinics can not only protect the patient's privacy, but can guard their honor and comfort as well. Another common use of interactive voice response systems within the healthcare field is pharmaceutical surveys. With IVR applications, large pharmaceutical companies can conduct worldwide surveys on the usage, effectiveness and side effects of the drugs being studied. The callers answer a list of questions, called a voice form. Their answers are recorded and entered into a database for later organization and study.

Even though IVR technology can translate text to speech, receive calls faster and more efficiently than humans, answer calls around the clock and on weekends and protect the caller's privacy, there are still many drawbacks to the interactive voice response systems. When poorly designed on the front end, before application, an IVR system can be unhelpful and frustrating to the callers that use it. If customers' needs are not considered and respected, this indifference will result in an ill fitting automated speech response service network. Older individuals resent or shy away from giving responses to an automated system. This technology, even at best, is a far cry from the personal operators of their youth. In addition, individuals with severe speech impediments or peculiarities may find it difficult to be understood by the IVR application. However, if well designed, an IVR telephone application should work simply, quickly and efficiently. Moreover, most automated phone technology gives the caller the option to dial a living operator or leave a message at any point during the phone call.

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