Interactive Voice Response, commonly abbreviated as just IVR is a telephony technology or a computerized system that allows a person or a telephone caller to interact with the database using touch-tone telephone. While checking your account balance if you have heard voice prompts to follow certain navigation path or press keys to elicit information, you have encountered an Interactive Voice Response system for sure! The Interactive Voice Response system provides the callers an automated customer service with self-help software applications that allows interaction either through the touchtone pad or speech request.
The benefits of IVR system are phenomenal including
- High level of Customer satisfaction
- High level of automation
- Offer high quality and secure customer service
- Increase Call handling Capacity
- Automate Repetitive Requests
- Used as an OSP (Outsourced Solution Provider)
- Round the clock access
- High Employee Retention Rate
- Enhanced Information Services
- Customized Scripting
- ODBC Interface Capabilities
- Decrease in Operational Costs
- Increase in Revenue Generation
Interestingly IVR software is highly flexible and customizable; it can offer other software application options too and thus enhance its productivity:
- Voicemail Systems
- Message Delivery
- Help Desk Hotlines
- Automated Phone Surveys
- Information Lines
- Account Status
- Sales or Product Ordering
- Appointment Scheduling
- Custom Call Flow Scripting
- PIN or Password Sensitive
- Unified Messaging
- Fax on Demand
Our IVR system works in a very simplistic manner. You can record a message in a basic system, which plays it when a caller hits the related number on the telephone touchpad. TCT Interactive Voice Response (IVR) is an application generator with its inbuilt debugger that allows you full connectivity to the most popular databases including Microsoft Access, Microsoft Excel, Microsoft Fox Pro, dBase, Btrieve, Paradox, or standard text files. IVR can be used to read information from databases, write information to databases. IVR performs different customizable commands. You can assign properties for each command as you would while executing the commands manually. TCT interactive voice response (IVR) applications are not stand alone applications. These applications are executed inside a mailbox on your system. IVR supports T1, E1, ISDN, DID, and analog interfaces. Callers can dial into an application directly or dial into the system and select an application to use. IVR runs on Dialogic (digital and analog) boards.
TCT Interactive Voice Response (IVR) will execute any application you create when a caller dials in. DTMF allows the callers to interact with the system. Advanced database technology allows you to read, write, append, search, and seek database information. You can also record your product inventory, setup games, keep track of your customers or patients, or virtually any other application. IVR’s advanced innovative technology is unique in its simplicity and easy in use, drag and drop simple user friendly interface makes the tough task of writing applications also quite easy. You can further enhance the Interactive Voice Response success by implementing simple keys:
- Offer a quick ‘out’ option
Callers who don’t wish to interact with IVR, a quick option of pressing ‘0’ and bailing out to a live agent should be offered - Short script
IVR script should be short, clear and precise. Formal pleasantries only bring boredom. - Limited Menu options
You can instruct your IVR to offer upto 10 menu options but it is advisable to keep it to the minimum, making it easy to remember and react. Try to adhere to ‘3 by 3 rule.’ It would reduce the drop outs
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