IVR, or Interactive Voice Response, provides automated customer service over the telephone. These systems are employed by all sorts of businesses, including banks, retail stores, pharmacies, internet service providers, and many others. An IVR platform is the equipment and software needed to operate such systems.
The hardware involved in an IVR platform includes the server and the equipment used to interface it with other systems. Associated software tells the hardware what information to give callers, how to respond to their commands, and what data to collect from them. IVR software is stored within the server and may be customized.
Businesses and other institutions may install IVR platforms on their physical property, or use a service that “hosts” the platform elsewhere. A hosted platform includes the necessary phone lines and electricity. It is similar to the difference between hosting a website on your own server or paying a hosting provider to do this.
IVR platform software must interpret the caller’s interactions, control the flow from one menu to the next, and determine what info to provide or phone line connections to make. Successfully programming such software in a user-friendly manner is often a complex and time-consuming task.
Plum Voice’s IVR platform includes Text-to-Speech capabilities. This enables it to convert text data into messages customers can listen to. For example, the customer’s account balance in a database may be converted to speech. This capability can be adapted to a wide range of useful purposes; reading stock quotes, saying the customer’s name, providing a list of towns with service outages, etc.
Our IVR platform also features Automatic Speech Recognition. This allows it to record voice-based data or interpret what callers say. It can be applied to simple interactions like yes/no questions, or sophisticated purposes such as updating the customer’s address in a database.
Look here for more information on Plum IVR Platforms or here to schedule a free consultation.
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