Interactive Voice Response System (IVRS)

for effective CRM

Presented by
Anisha
Gaurav Barjatya
M Yugandhar Srinivas
Rajendra Jain J
Sumanth Samrajya

Introduction to IVRS
Intelligent Voice Response System a CRM software
IVRS interacts with customers
Provides appropriate responses

TECHNOLOGY BEHIND IVRS

IVRS- an example of Computer Telephone Integration (CTI)
Uses Dual-Tone Multi-Frequency (DTMF) signals
Basic components include:
Telephone Network
TCP/IP
VXML telephony server
Web/application server
Databases
Special programming language-Voice Extensible Markup Language
(VXML)

BUSINESS APPLICATIONS
Banking
Railways
Aviation
Retail Industry
Telecom Sectors etc.,

ADVANTAGES OF IVRS IN ORGANIZATIONS

More or less a replace receptionist
Saves time from answering every call
Easily routes calls within an organization
Used to gauge a customers interest in companys products
Interactions smarter and simpler
Easy payments
Used to acquire feedback
Ex: Indian Railways

BUSINESS CHALLENGES INVOLVED IN

USING IVRS
Hardware and Software setups for IVR systems
People dislike talking to machines
Lengthy menus
Too much information in one go
Voice clarity, accent and pronunciation

EVOLUTION OF IVR SYSTEMS

Cloud telephony for IVRS
Visual IVR systems
Inter-operations with smartphones
Tighter integration with mobile apps and chats
Conversion on Interactive Voice Response to Interactive
Multimedia Response.

Thank
You