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IVR - IVR: Connecting Customers, Countries and Cornbread
IVR
April 01, 2011

IVR: Connecting Customers, Countries and Cornbread



By Jaclyn Allard, TMCnet Web Editor

As TMCnet special guest, Lisa Marquez, recently highlighted in an article, “In the past, IVR systems were limited and could often be frustrating for customers. Today, though, the technology is advanced enough that the experience can be as good if not better than conversations with customer-service representatives….It’s all about the connection.”


Just how important is Interactive Voice Response (IVR) and its ability to connect to the delivery of quality customer service? For those companies seeking to deliver quality self-service initiatives, or simply move customers easily to the right individual, they may opt for IVR to improve their delivery platform and streamline operations.

Take for instance, Plum Voice, a company that delivers innovative IVR solutions designed specifically to meet the needs of today’s customer-focused organizations. And we aren’t just talking locally, we are talking globally. Plum customers have deployed a number of voice applications around the world by easily managing all their numbers and IVR call flows from one centralized platform and interface.  In addition to providing local numbers, the Plum IVR platform supports ASR and TTS in a dozen languages to make data collection and delivery easy. 

As Plum Voice Marketing Representative, Marquez, points out, there’s “something that your IVR system MUST do – your IVR system must connect with your client base in an understandable way.” The IVR system must be ten steps ahead of your customer, ready to connect personally and professionally.

For instance, if your customer base is multilingual, your IVR should provide the appropriate languages. If the person you are trying to reach on the other end has an unusual name, your IVR should be able to pick up on the unique pronunciation. Hell, if you want to make your mama’s famous cornbread stuffing and you can’t seem to find the written recipe on hand, your IVR system should connect you to your mom who is ready and waiting to read you the ingredients. Plain and simple, your IVR system should connect you to the person or solution you are looking for, guiding you through an automated system that is easy and customer-friendly.


Jaclyn Allard is a TMCnet Web Editor. She most recently worked on the production team at Juran Institute, a quality consulting firm producing its own training and marketing materials. Previously, she interned at Curbstone Press, a nonprofit publishing press in Willimantic, CT, and fulfilled the role of Editor-in-Chief for the literature and arts journal published by the University of Connecticut. To read more of her articles, please visit her columnist page.

Edited by Juliana Kenny


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