Interactive Voice Response Campaign System - The Complete Calling System

By Author: Aaditya Aggrawal
Total Articles: 22
Comment this article

Interactive voice response (IVR) is a technology that uses voice and DMTF tones input via keypad to interact with users. IVR campaign systems can respond with pre-recorded or dynamically generated audio to further direct users on how to proceed.

IVR calls present a menu driven audio interface for users. IVR systems deployed in the network are sized to handle large call volumes. It is common in industries that have recently entered the telecommunications industry to refer to an automated attendant as an IVR. IVR is known for its reduction of caller waiting time.

Popular Uses of IVR:

Banking — balance, payments, transfers, transaction history.

Mobile — pay-as-you-go account funding; registration; mobile purchases, such as ring tones and logos.

Travel — ticket booking, flight information, check-in.

Utilities — meter readings; account look-up, history and balance, payment, consumption history.

Shopping and Retail ...
... — orders, bookings, credit & debit card payments.

Entertainment Shows – Tele voting.

Outbound calling:

Nowadays, IVR systems are popularly used for outbound calling. IVR systems are intelligent than any other predictive dialer systems and can detect call progress to recognize line condition. It follows a simple algorithm to act upon the detected line condition as follows:

Answer: The IVR can tell the customer who is calling and ask them to wait for an agent.

Answering Machine: The IVR system can leave a message.

Fax tone: TIFF image Fax Message.

Diversion: Abort Call.

No answer: Drop call.

IVR Use Cases:

IVR Phone Surveys:
IVR phone surveys can be conducted to understand market trends and developing products accordingly. Survey system through IVR can also be used to understand product reviews for the development of products.


IVR Marketing Campaigns:
Instead running out advertisements over websites and papers, IVR Marketing Campaigns can be carried out to promote certain products and give the appropriate information.


IVR Automated calls for reorders and renewals:
Businesses that sell products or services that require reorders and renewals can activate reminder IVR automated Calls and thus boost customer relations.

Interactive Voice Response is sometimes criticized as being unhelpful and difficult to use due to poor design and lack of appreciation of the caller's needs. Some callers object to providing voice response to an automated system and prefer speaking with a human respondent. Companies have also been criticized for using Interactive Voice Response to reduce operational costs but not offering similar services using agents. Such methods tend to frustrate customers who feel that their right to speak to an agent is being restricted.

However, as someone who is familiar with the workings of the Voice market, one can safely say that if used appropriately, an Interactive Voice Response Campaign System can be used not to replace a manual call system, but evolve it by reducing costs and time and developing quick interaction with the users.