Interactive Voice Response (IVR) is nothing new, but voiceBLUE improves upon existing technology with powerful new features that increase call center productivity while enhancing the caller experience. IVR has traditionally been used to route calls to different departments from the same phone number. voiceBLUE expands the versatility of this technology with features like data gathering, voice broadcasting, text-to-speech data “reading,” and satisfaction surveys, without any call center overhead. These options give your contact center a tremendous advantage in servicing your customers quickly and effectively. Unlike traditional IVR systems, voiceBLUE IVR can be configured on-the-fly through an intuitive Application Builder without paying a high-priced consultant to make changes. This gives call center administrators the ability to customize their own IVR applications and implement changes immediately. Traditional IVR systems are hardware-based and require additional cost for each added facility. With voiceBLUE, you can use the same enhanced IVR across multiple facilities without any additional investment in equipment. For example, several branch offices can use the same IVR, reducing the time and frustration required to make any necessary updates.

IVR technology reduces the amount of repetitive information processing your agents are required to do by letting the hosted service process dozens of customer requests. The following examples illustrate the variety of frequent customer requests that your agents won’t have to spend time on if IVR is deployed:

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