Why professioal voice prompt should be used in any IVR system

I have many experiences with my clients or people whom I had interacted during their commissioning of IVR system, that they give least importance to the scripting as well as voice prompt. Most of the times, they discuss and emphasis on number of simultaneous calls, integration of the IVR with some CRM ( customer resource management) system or some other interesting IVR feature as well as its future expansion as well as maintenance. Nothing wrong for emphasizing on these aspects of IVR system, but after commissioning of the IVR, they have started changing the script as well as voice prompts many times over!

Many of clients have started out with TTS ( Text To Speech ) generated voice prompts and later ended up recording voice prompts by different artists in a studio! I have also seen some call center owner as well as some companies deploying voice recorded in office by some female staff using a PC and MIC, and putting the IVR into production. Invariably, they changed the voice prompts to studio recorded voice prompts from professional artists after one month or so!

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Why professioal voice prompt should be used in any IVR system

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Hosted IVR based Shipment Tracking System

In India, not many courier companies have tracking system on IVR ( Interactive Voice Response) system, though almost everyone has web-based online tracking system. Majority of the courier companies have their offices or franchisees in many smaller cities for larger coverage as well as networks in India. Most websites of the courier companies list the phone numbers of these offices for local tracking of the shipments.

Recently, I have observed that, few employees are almost busy all the time answering telephone calls in these offices and tracking the shipment according to the consignment number. On top of that, these employees majorly check the status manually on their computer and inform status of the shipment to the caller.

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Hosted IVR based Shipment Tracking System

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Personal IVR for individual : Value Added Voice Mail System

Recently, I had a very interesting IVR enquiry. The person was looking for a hosted IVR solution for for his mobile number which will be diverted to the his ‘personal IVR’ after 9PM in the evening till 9AM in the morning. Apart from this, he also wanted the facility to divert the at will at anytime. And he does not want a mere ‘voicemail’ service which is quite common and easily available with any telephone company. Also, he wanted an SMS or Email alert for any call which a caller authenticate by entering a password ( provided by him to the caller) so that he knows it is an emergency and he may call back.

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Personal IVR for individual : Value Added Voice Mail System

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Why Bulk Voice Calling is growing in India and will grow more

With more than 690million telephone users ( both land line and mobile), India is one of the fastest growing growing telecom market. Very quickly advertisers thought this an opportunity to market products and they started bombarding mobile phone users with various promotional messages which led to creation of Do Not Call Registry (NDNC Registry) by TRAI ( Telecom Regulatory Authority of India).

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Why Bulk Voice Calling is growing in India and will grow more

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IVR Application in mission critical operation

The other day, I was discussing with Jarek of Ositron, my good friend from Poland, and he informed me about very interesting IVR application to be used in mining industry! Basically it is a simple outbound IVR application, but it can be very useful in automatic monitoring of miners working underground and alert.
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IVR Application in mission critical operation

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Importance of script writing in IVR system

Without proper scripts used in IVR menus and in information, IVR will not be usable at all, even by expert IVR users! It will be very frustrating for users and all the great technologies used to design and develop IVR system will completely go waste!

Importance of script writing in IVR system

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Bulk Voice Calling

Bulk Voice Calling is broadcasting of pre-recorded voice message to many telephone numbers simultaneously or sequentially. It is voice or IVR version of SMS ( Short Message Service) broadcasting which is now a days widely used for various purposes. Bulk voice calling is also known as call blast, voice broadcasting, Automated Voice Campaigns, Voice SMS etc.
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Bulk Voice Calling

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