Interactive Voice Response (IVR)

At West Interactive, we provide companies with leading edge Interactive Voice Response solutions that allow your customers to easily obtain information or conduct transactions using touch-tone or speech recognition technologies. We have developed one of the industry's most extensive and robust interactive voice response platforms, giving us the ability to meet your company's automated customer care needs now and into the future.

To begin exploring how our interactive voice response technology can help address your company's customer service needs, you can:

• Contact a West Interactive representative at 1-800-841-9000. (Callers outside of the United States, please dial 1-402-963-1300.) or
• Contact West Interactive online today

A Closer Look at Interactive Voice Response (IVR)

Interactive Voice Response is one of the most cost-effective means to deliver high quality customer service to your callers. IVR solutions can handle basic call types (balance inquiries, account information, hours of operation and reservations), as well as more complex and in-depth calls through the use of advanced speech recognition and newer technologies such as natural
language speech.

Using Interactive Voice Response (IVR) to Your Advantage

As the foundation of automated call center technology, interactive voice response allows for a great deal of integration with other technologies. Currently, West Interactive uses interactive voice response combined with other specialized call center technologies to deliver our clients' customers exceptional customer service. Here are a few examples:

• Advanced Speech Recognition (ASR) - As mentioned, advances in ASR, in tandem with interactive voice response, are allowing for more natural customer service interactions as your customers can move away from touch-tone only systems and into a system that incorporates a combination of touch-tone and speech commands - or a model built entirely on verbal dialogue. Rapid advances in Natural Language (NL) applications are increasing the ability of automated call center solutions to recognize a greater array of linguistic variables. Listen to some demos of customer service dialogues from West Interactive that illustrate the power of joining the dynamic nature of ASR with the efficiencies of an interactive voice response platform.




• VoiceXML - Voice Extensible Markup Language (VoiceXML), is the underlying technology that allows individuals to interface with computers through speech. Just as a web browser directs people around your web site, VoiceXML coding functions in a voice browser system to direct your customers through your automated customer service solution. When used to program the actions of your automated call center, VoiceXML can bring together interactive voice response with advanced speech recognition to go beyond basic customer interactions and be used for:
  
  
  • Driving Directions
  • Package Tracking
  • Voice Dialing
  • Refilling Prescriptions
  • Directory Assistance
  • Loan Applications
  • Issuing Payment Reminders
  
  Additionally, VoiceXML allows for greater flexibility and speed when fine-tuning (or even completely redesigning) your customer service flows.

Benefits of an Interactive Voice Response (IVR) System

As you can see, interactive voice response solutions can deliver immediate results for your automated acquisition or customer care program. Whether you're looking to improve response times, free up valuable personnel, reduce costs or streamline your operations, West Interactive has developed thousands of customized automated solutions utilizing interactive voice response, and we can develop a unique automated application that will help you meet or exceed our goals.

Start Getting Creative with Interactive Voice Response (IVR) Technology

Innovative solutions featuring interactive voice response technology are an effective way to improve your customer service practices. Contact West Interactive today to start creating an interactive voice response system that suits your organization's specific needs.

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