Seminar Topic :

IVRS (Interactive Voice Response System)

Presenting: Aniket Chaudhari, ETC 7th Sem. Guided By: Prof. V. Choudhary (J.D.College of Engineering, Nagpur)

Contents of Seminar
1. What is IVRS? 2. How it works? 3. Its Features 4. Elements of basic IVR system 5. Scope of IVRS 6. Its Benefits 7. Criticism over IVRS 8. Commercial Viability 9. Applications 10.Disadvantages 11.Future Scope 12.Summery

What are Interactive Voice Response Systems?

These are the systems that allows caller to interact with communication system over the telephone. It is used to enable the caller to retrieve the information from database, enter information into database or Both.

How does it Works?

An IVR system talks to callers following a prerecorded script. It prompt a response to caller respond either verbally or by pressing a touch-tone key. Supplies the information based on response made and data available.

Sample Flowchart

What are the Important Features of IVR systems?

24*7 Service Capable to store responses made by callers for future references Able to provide different responses to callers based on latest information

Elements of IVR

Who Should Consider IVR Technology?

IVR technology may be a viable solution for companies that seek to enhance customer service and reduce the bottlenecks in day-to-day operations that are caused when large numbers of clients request simple information from staff at branch offices .

Rationale for IVR

Reduces spiraling labor costs Higher call volumes make IVR a more costeffective solution Increased processing power means newer systems are faster and more accurate Software and hardware costs continue to decrease IVRs are less costly and faster to implement than Web-based solutions

Benefits of using IVR

Dynamic reduction in operational costs Improves productivity A higher percentage of calls can be partially or fully automated Frees the service agent from many routine tasks Savings in overhead costs As a result of decreased labor expenses As a result of decreased real estate requirements and related infrastructure

CRITICISM
Being unhelpful and difficult to use due to poor design 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 IVR to reduce operational costs but not offering similar services using agents.

Commercial Viability of IVR

Customers interact with business via phone IVR reliability and accuracy is over 90% Directed speech recognition application pays for itself in 9-18 months in call centers with more than 50 agents

Current Uses for IVR

Package tracking Stock quotes and trading Insurance claims Travel arrangements Restaurant reservations Banking activities Interaction with government agencies Directory Assistance

DISADVANTAGE
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. younger callers get frustrated with the slowness of multiple phone menus.

Future Scope
In future IVRS can be used in.. Transport systems such as Bus, Railways, Airports etc. Cinema halls & Multiplexes and many more..

Summery
IVR systems have strengthen their roots widely over the last some years and it would get better than the present scenario system. It will be digitally accessed and will have a strong data base and can be operated easily and of low cost. And the future will show that every organization will be using this system.

References:
Wikipedia Scribd.com How stuff works.com Answers.com