Where IVR Really Does Work

by Barnard L. Crespi

For the past few years, IVR (Interactive Voice Response) has been getting a really bad wrap for mediocre implementation results, as organizations push the technology to the limit, on unfulfilled promises from vendors and, in efforts to cut costs from handling calls from customers.

However, prior to this trend, IVR was perceived an exceptional technology; it played a role where there was a balance between efficiency, customer satisfaction and return on investment. I’m sure many recall the days, when the way to get to the right place meant remembering to press 1…, 4, 3 and you were where you wanted to be. It wasn’t all that bad, customers were happy, business managed their costs, and the technology did its job as advertised.

Most of the attention, has been focused on IVR’s application in call centers, however, IVR plays a significant role in other industry applications, providing both businesses and callers with significant benefits, a positive experience, and return on investment.

“Where IVR Really Does Work” is an ongoing review of IVR applications across a multitude of industries and disciplines. Where IVR brings significant value to callers, organizations and businesses alike. Where there is a demonstrable balance between efficiency, user satisfaction and return on investment.

Industry Reviews – Articles

Where Does IVR Really Work? In Facilities Management

Where Does IVR Really Work? In Field Employee Safety

Guides – Free For Download

A Quick Guide to IVR Surveys

The Complete Guide to Generating Sales Leads with IVR

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What our clients are saying about us

“Never any issues with you guys! Things just work.”

Gerry Henstra, CEO, Henstra Business Solutions

“Customer service is a really big deal to us, and I am glad to do business with a company that obviously takes it as seriously as we do.”

Jeff Boatman, Global Client Solutions

“We’re happy with the IVR Payment system and it has been working well for us. Recently we also setup your newest SMS (text) receipts and found it to work great.”

IT Manager

“I want to command you and your team at Datatel on the job just completed for Tele-Response Center. The attention to detail and professionalism with which you approached the project was exemplary and greatly appreciated especially considering the several applications that needed to be implemented on short notice. Thanks again for your assistance getting this project off the ground so smoothly.”

Joe Grossman, Sr. Vice President, 121 Direct Response

“My team and I would like to commend Datatel on creating an IVR application that adds great value to our new Travel product. Your knowledge, input and expertise in IVR scripting, call flow management and overall IVR logistics made the development and implementation stages extremely easy to manage. Thank you for a well executed campaign that was launched on time and on budget.”

Ryan McCullough, Marketing Manager, Aegon Direct

“Great team to work with. I look forward to utilizing some additional capabilities in the future.”

Bob Griffin, VP of Operations, MedA/Rx

“We are very grateful for many years of mutually beneficial business relationship with Datatel and for impeccable customer service we have received during these years.”

Director of Student Accounts

“We, Standard Life, very much appreciated Datatel’s expertise, knowledge and support as we worked through the development and implementation stages. Our Clients appreciate the simplicity of the capability, while gathering very valuable feedback. Thanks for making this a very positive experience.”

Anne Pennell, VP, Customer Services Operations, Standard Life

“This was one of the best implementations I have been a part of. The communication was excellent and everything was responded to and dealt with swiftly. A real pleasure. We are looking forward to the impact this will have on our patient payments! Thank you!”

Kim Pace, Director Patient Accounts and Revenue, Chatham-Kent Health Alliance