Advantages of Using Hosted IVR Solutions

The growing need to automate call center and customer service systems has led to the growth in popularity of the Interactive Voice Response or IVR system. This technology facilitates the interaction between humans and computers by means of voice and DTMF signals.

This technology allows end users of the system to interact with the call center system of a company using keypad inputs or voice commands. The IVR system will respond with either prerecorded responses or responses that are dynamically generated based on the remote user’s input. The IVR system is capable of performing a wide array of service functions, and these can be reduced into smaller functions involving voice or input based interactions. When deployed on a network, this technology is capable of managing multiple calls simultaneously, which makes it a great solution for handling large call volume.

There has been growth in the deployment of hosted IVR solutions as they provide the features of an IVR, but with additional benefits that can be attractive to businesses of all sizes. Some of the benefits of a hosted IVR solution include:

Cost Effective

One of the biggest benefits, of using these solutions, is that they are extremely cost-effective. The expensive investment in hardware that is required by the conventional live agent call center system has been completely nullified.  In addition, most hosted IVR service providers offer multi-tier pricing plans, which allow a company to select the solution that best fits their current needs, but also allows that company to easily upgrade their IVR to a more comprehensive solution as their organization grows.

Easy Feature Expansion

IVR applications do not need integration with the call center systems, and instead, an IVR can simply be implemented at the host network. The advantage of this facet of hosted IVR solutions is that it allows services like broadcast messages and announcements to be integrated into the IVR.  This is particularly helpful for small to medium-sized businesses. Moreover, hosted IVR solutions provide expandability through add-on features, such as easily deployed voice and video applications.

High Up-Time

As a hosted solution, most hosted IVR providers will have a level of server and equipment redundancy that allows for very high levels of up-time. This guaranteed up-time allows businesses to provide 24×7 support to its customer base, which is particularly difficult to accomplish in the traditional live agent call center model. In addition, the redundancy and up-time offered by a hosted solution typically would require a large capital investment were a business to attempt to implement that level of redundancy on their own system, thereby making the hosted solution a more cost effective method of achieving higher levels of up-time and customer service.

Overall, the hosted IVR solution is a great way to for businesses of all sizes to enhance their current call center solutions. In addition, by providing a cost-effective solution that is reliable and expandable, hosted IVR is great for businesses that are growing and need a solution that can scale with their growth. Contact one of AeroCom’s geniuses today to find out how a Hosted IVR Solution can benefit your business.