What is IVR?

Without using boring tech geek speak!

Interactive Voice Response technology or “IVR” in its abbreviated form, in basic terms, is phone technology that allows a computer to interact with people through either voice and or DTMF tones (the different sounds you hear) on a keypad from your phone.

Its main function is to automate customer centric business processes in a “self service” style to its users.

IVR or VRU (Voice Response Unit) are typically used to service high call volumes, reduce costs and improve the customer experience. Some examples of typical IVR applications used today that you will be familiar with are telephone banking, televoting of reality TV shows and bill payments using credits cards.

In more detail, IVR technology and call “automation” has seen great success for many industry groups providing solutions such as;

Consumer/Trade Promotions & Competitions - Via the Telstra premium rate “user pays” 1900 Network where the IVR can process many 000’s or even 0000’s of calls simultaneously. Once programmed, our IVR scales are well to handle large call volumes, many more than any call centre could manage effectively. Therefore IVR technology is perfect for avalanche style TV shows competition campaigns.

TV Game Show Voting & Polling - Reality TV Game Shows like “So You Think You Can Dance”, “Dancing With The Stars”, “Australian Idol” & “Big Brother” have successfully used interactive polling & voting lines since their inception. These services can be rapidly deployed and cover across all media channels with access to Live/Real Time results. (TV, Print, Radio, Online).

Live Chat/Technical Support/Consumer Advice Services/Adult Entertainment - Customers can dial the advertised phone number and chat with various types of experts across a diverse range of industry groups including Technical, Legal, Medical and Psychic.

Content & Information Provision - Pre-recorded information, FAQ’s , Foreign Currency Exchange Rates, News, Sport, Weather Forecasts, Lotto Results, Ringtones & Logos and Crossword Answers. For example: (Pre-Recorded Top 10 FAQ’s in 10 different languages). A similar service was successfully deployed by the Victorian Government during the Victorian Gas Crisis in the 1990’s). Pre-recorded Information can be quickly set up and updated remotely by the client at any time, 24x7.

Telephone Banking & Credit Card Payments - Pay your Bills/Rates/Subscriptions securely via the telephone, with the IVR directly linking via a secure gateway with Financial Intuitions. No need to drive to the shops again. Save time and avoid queuing.

Auto Ordering/Direct Response Television ‘DRTV’ - Order and pay instantly for advertised products securely using a credit card. Currently we are working with major film distribution companies in Australia on designing our own in-house TVC production for advertising within the rural areas in addition to late night television as an additional distribution revenue stream for the client.

IVR & Call Centre Functionality - IVR (Automated) and Call Centres (Live Agents) can blend very well together to give client many additional benefits.