March 18, 2008
IVR Software and Changes in Deployment
By Prashant Lamba, Phonologies (India) Pvt. Ltd.
IVR software allows companies to build custom IVR systems that can be used for providing automated self-service to inbound callers. IVR lets callers interact more intuitively with automated systems, at the same time providing significant cost reductions in comparison to human operators.
IVR Application call flows are designed in VoiceXML, or using proprietary interfaces. Many commercial software packages are available. Also, most open source PBX packages provide IVR support.
IVR applications at many companies haven't changed from their original purpose for screening and steering calls and allowing customers to perform basic transactions. In spite of changes in how customers communicate with companies, many organizations still use IVR applications the same way they did when IVR was first introduced 20 years ago. IT managers should consider using IVR not just for basic call handling, but also for improving customer experience and delivering higher-value interactions. In addition to supporting new functions, upgrading IVRs to standards-based platforms also grants more cost-effective management and improved flexibility. The phone remains a crucial communication channel, and IT managers must consider better ways with which to improve their customers' initial contact with a company.
It is highlighted that VoiceXML and ccXML will likely displace proprietary IVR solutions in the enterprise and service provider markets. Outbound IVR is expected to become a key enabler of proactive communications. Traditional directory assistance is also expected to experience a disruption that will likely change its direction.
Prashant Lamba is the Director of Business Development for Phonologies (India) Pvt. Ltd. and also writes for the Indian Express. Please visit Phonologies website to learn more about Phonologies Products and Services.
Want to learn more about VoiceXML? Then be sure to check out Why VoiceXML - White Paper, which provides a selection of in-depth information on how the VoiceXML technology help you.
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