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How to Find an IVR Supplier

An Interactive Voice Response system (IVR) is a type of technology that facilitates telephone calls to businesses. A typical IVR system will automatically answer inbound phone calls from your customers, play recorded messages and route calls to either in-house service agents or transfer the caller to an outside extension. IVR recognizes spoken commands as well as commands typed into a telephone keypad.

Steps

  1. Determine the IVR needs of your business.Small businesses, whether they have a high call volume or not, need the same professional perks large corporations enjoy. Think about your business and decide if you need any of the following features:
    • A dedicated 800 number
    • Professional voice prompts
    • Extensive menu selection for the caller
    • Extensive caller routing services
    • Text to speech data conversion
    • Digital or analog phone line support
  2. Search online for IVR suppliers.Compile a list of prospective suppliers.
  3. Review the qualifications of each prospective supplier.Some of the basic questions you should ask are:
    • How long have you been in business?
    • Does my business have to have a minimum call volume?
    • How many customers (calls) can you support on a daily basis?
    • Do you have custom installations?
    • How many business applications have you developed?
    • Who are some of your clients? May I contact them?
    • Do you provide analytic tools?
    • Can your system handle peak calling times and heavy seasonal calling periods?
    • What is the total cost, including set up charges?
    • Is there a software license fee?
    • Are there maintenance fees?
    • Do you provide 24/7 tech support?
    • Is there a free trial period?

Community Q&A

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  • A huge advantage of using IVR is the ability to extend your business hours. With an IVR system in place, your business can help customers 24/7.
  • If you are particularly impressed with the IVR of any particular company you regularly do business with, contact the company and ask who their IVR supplier is.

Warnings

  • The Federal Communications Commission (FCC)has rules requiring telecommunications equipment manufacturers and IVR service providers to make their products and services accessible to people with disabilities. These rules implement Section 255 of the Communications Act. Where access is not readily achievable, Section 255 requires manufacturers and service providers to make their devices and services compatible with peripheral devices and specialized customer premises equipment that are commonly used by people with disabilities, if such compatibility is readily achievable. The FCC has determined that interconnected Voice over Internet Protocol (VoIP) providers must comply with Section 255.
  • The biggest glitches in IVR technology involve voice recognition. For example, some systems are abysmal when it comes to deciphering a voice with an accent. Search for a company that has a sophisticated voice recognition application; you run the risk of losing customers if the IVR system you have in place causes them to have a frustrating experience, such as repeated disconnects because the caller’s voice commands cannot be interpreted.





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Date: 06.12.2018, 20:24 / Views: 62161