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Interactive Voice Response (IVR)

The document discusses Interactive Voice Response (IVR) systems. IVR allows callers to access information via pre-recorded messages without speaking to an agent. There are two main types - inbound IVR which handles incoming calls, and outbound IVR which engages customers automatically. The document outlines the components, advantages, and disadvantages of IVR systems.

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sivneshvenkatesan01
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68 views16 pages

Interactive Voice Response (IVR)

The document discusses Interactive Voice Response (IVR) systems. IVR allows callers to access information via pre-recorded messages without speaking to an agent. There are two main types - inbound IVR which handles incoming calls, and outbound IVR which engages customers automatically. The document outlines the components, advantages, and disadvantages of IVR systems.

Uploaded by

sivneshvenkatesan01
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Interactive Voice Response (IVR)

Unit 1
Embedded System
K.B.Sathya
Assistant Professor
Department of ECE
Sathyabama University
Chennai
IVR
• Interactive Voice Response (IVR) is an automated phone system
technology
• that allows incoming callers to access information via a voice response
system of pre recorded messages without having to speak to an agent.
• The input may be given by means of touch-tone or Dual Tone Multi-
Frequency (DTMF) signal, which is generated when a caller presses a
key of his/her telephone set, and the sequence of messages to be
played is determined dynamically according to an internal menu
structure (maintained within the IVR application program) and the
user input.
Types of IVR

• Inbound
• Outbound
Inbound IVR
• When a call comes in, inbound IVR aims to anticipate the caller’s
needs and presents them with alternatives for accessing the
information they require.
• When most customers contact a business, they are met with inbound
IVR, a self-service menu that allows them to access different services
or departments by assigning a different voice command or touch-tone
digit.
• Inbound IVRs are commonly used for customer service, answering
frequently asked questions, and inbound sales.
Benefits of using inbound IVR systems

• Intelligent call routing: Interactive Voice Response (IVR) enables


exceptionally effective call routing inside the organization’s contact
center. With customer self-service capabilities, operators may focus on
calls that demand more attention and comprehension.
• Valuable analytics and cost-effectiveness: Inbound IVR calling may
also record incoming calls and track other metrics such as call
duration, wait periods, first call resolutions, etc.
• By analyzing these KPIs, your company can concentrate on improving
its customer experience model and converting more purchasers into
loyal customers.
Outbound IVR
• Outbound IVR enables organizations to engage customers
automatically across many communication channels such as voice
calls, SMS, and emails. Because it may supplement other call features
like autodialers, this technology has been well received by businesses
that rely heavily on outbound sales efforts.
• Businesses, for example, can use outbound IVR to automatically
notify customers about impending appointments, payments, or
promotions.
Benefits of Using Outbound IVR
• Outbound IVR service can handle everything without requiring
constant human presence, it saves businesses a significant amount of
time and money.
• Given that many customers today seek rapid satisfaction and a good
overall experience, a sophisticated IVR system provides value to the
company image.
Characteristics of IVR system
• An IVR system accepts a combination of voice input and touch-tone
keypad selection and provides the appropriate responses in the form of
voice, fax, callback, ...
Invention of IVR
• The history of IVR began in the 1930s with Bell Lab's invention of the
Voder machine
Features of IVR
1. Call forwarding
2. Call Flow design with drag-and-drop
3. Ring groups and call queuing
4. Automation
5. Call recordings
6. Self-service
7. CRM Integrations
Advantages

• Upgradeability
• Security
• Better Customer Contact
• Better Customer Satisfaction
• The basic system can handle 4 incoming calls at one point of time, 24
hours a day, 7 days a week and 365 days a year.
Disadvantages
• The greatest disadvantage of IVR systems is that many people simply
dislike talking to machines.
• Older adults may have a hard time following telephone menus and
lengthy instructions.
• • And younger callers get frustrated with the slowness of multiple
phone Menus.
• In its present condition IVRS cannot be used in internet applications.
Components
• The IVRS system which will be designed will consist of simple
components like microcontroller and some basic application chips
interfaced to a PC which will have small software running in the
backend while the other jobs are performed on the front end.
Possible questions

Part – A

• Expand IVR
• Mention the Components or Applications of IVR
• Mention the Types of IVR

Part - B
• Explain in detail about the function of IVR system with necessary block diagram.

• Write about the Architecture Design of IVR System by refining the system into
hardware and software components

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