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IVR Integration in Omni Channel Communication - Cheena Shekhawat - ContactCenterWorld.com Blog
IVR (Interactive Voice Response) is a technology that allows users (usually callers) to obtain information from a phone system without the assistance of an operator. The most common way for a phone to communicate with a computer is through the tones generated by each key on the telephone keypad. These are known as dual-tone-multi-frequency (DTMF) signals. A computer needs special hardware called a telephony board or telephony card to understand the DTMF signals produced by a phone.
A simple IVR system only requires a computer hooked up to a phone line through a telephony board and some IVR software. The IVR integration in Omni Channel communication system allows pre-recording of greetings and menu options that a caller can select using his telephone keypad. More advanced IVR systems include speech-recognition software that allows a caller to communicate with a computer using simple voice commands. Speech recognition software has become sophisticated enough to understand names and long strings of numbers.
What Is IVR Integration?
Upon receiving a call, the ACD system uses the DNIS (Dialed Number) to check the necessary rules for processing a call on this number. If it defined, an associated IVR program is invoked by the ACD. The IVR Client process invokes a server process on the application server and starts a two-way communication with the IVR Server.
An IVR program controls the flow of the IVR script by prompting the caller and requesting key input or directing the caller to another ACD call routing path, extension, or voice mail. In the process, this IVR program can perform any application function including customer information lookup, transaction processing, etc.
The IVR can also initiate outbound calls and prompt the called individual with the same messages (and text) and accept phone key input from this individual as well. The caller and called an individual can likewise be “connected”.
Benefits of interactive voice response Integration
IVR Integration in Omni Channel communication system can benefit both large and small businesses in the following ways:
- Saves time and money. IVR technology can replace humans to answer frequently asked questions or to provide commonly requested information -- such as directions, hours of operation, etc. -- that doesn't require critical thinking skills.
- Greater customer satisfaction. IVR technology eliminates wait times by responding to a caller immediately.
- 24/7 service. IVR technology can operate without any interruptions and is available to provide information to callers whenever they need it.
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Publish Date: May 10, 2019 7:34 AM
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