The Characteristics of a Great IVR System
We’ve written before on common IVR complaints, which provided an overview of what consumers don’t like about the average IVR system, but what makes for an exceptional IVR?
IVR Systems: No Discrimination
Can machines discriminate? Sure. The most simplistic IVR systems are incredibly limited in their vocabulary and their understanding of different accents. We suppose you can call them “ignorant” artificial intelligence in this sense. The growth of speech recognition technology has ushered in more features and a wider range of pronunciations and tones, which are taken into consideration to serve all customers; not just those with the perfect American accent. The best IVR systems in the business are those that are capable of serving even people with speech impediments by giving them keypad options and other appropriate accommodations.
IVR Systems: Fully Customizable
This means allowing for different word choice and menu options, tailoring your phone system according to your business’s personality. This also means that all calls can be routed to the appropriate department without hassle. Oh, and IVR systems that are fully integrated with call tracking can also help you pick your hold music according to your callers’ demographics.
IVR Systems No Clutter
These days, advanced phone systems no longer need to take up space in your office. They’re stored up in the cloud, making the overall setup so much more affordable. You’re freeing your business from unnecessary clutter.
IVR Systems: Full Package
The best speech recognition software can’t do much without other features. The best IVR system are the ones that are fully integrated with real-time analytics, have speech to text and text to speech capabilities, SMS options, extensive call routing, call queuing, and perhaps even a state-of-the-art accounting platform. The best IVR system would not come on its own.
We’ve put together a more thorough breakdown of what makes an IVR great. We hope you gained some insight on how to spot an outstanding IVY system!