(CaaS) Hosted Interactive Voice Response (IVR) Provider

March 22, 2011 Aerocom

 

  • Definition: Interactive Voice Response (IVR), is an automated attendant (a company uses to answer phone calls), that interacts with a database (real time), to give a unique but automated voice response to each caller, based on the information they provide and request (i.e. a customer provides their account number and asks for an updated account balance). IVR systems can cost millions of dollars to purchase but for a monthly fee, a provider can build an IVR platform for a business on the providers’ equipment and just charge a company a monthly fee for their custom, hosted IVR service.
  • Best Fit: A business that receives 100+ calls/month, requesting simple, static information, such as updated account information, status updates on orders, etc.  IVR is also a great fit for surveys.
  • Benefits:
    • Save money on payroll. In some instances, automating the process of giving customers’ information is less expensive and faster than hiring people to do the same tasks.
    • Save your company’s cash for other needs. No large capex with this hosted service.
    • Flexibility. With a hosted service, you can experiment with different variations in your IVR technology without investing millions into the equipment.
    • Benefit from IVR immediately, not later. Let your business reap the rewards of a state-of-the-art IVR platform without having to wait until you can afford to purchase it.
    • Less costly downtime. A hosted IVR platform is much less likely for maintenance issues and overall downtime than if you own and manage your own system.
    • Less time to deploy. You can deploy a hosted IVR service as quickly as one week as opposed to several months of configuring your own system.
  • Available Features with Select Providers:
    • Advanced web portal for reporting and management.
    • Live, trained people to take calls, if requested.
    • Complete integration and call transfer capability with your existing in-house call center.
    • Call recording
    • IP-VPN or MPLS connection to your database.
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