Cloud-Based Software Bypasses IT by Empowering Marketing, Sales and
Support to Build their Own IVR Voice Dialogs and Phone Surveys
IVR is a popular telephone technology that supports interaction via voice or phone keypad to answer questions or acquire data. Anyone who has called a bank for his or her balance or an airline to check his or her flight status has almost certainly interacted with an IVR. IVR technologies are used by marketing, sales and support teams to automate and expedite a wide range of functions, including conducting customer satisfaction and market research surveys, qualifying and routing of inbound sales calls, delivering of appointment and delivery confirmations, soliciting and processing of product orders and more. These solutions enable businesses to cut operating costs and improve efficiency by automating otherwise manual processes.
But while marketing, sales and support teams have been the business drivers of most IVR implementations, they have had to rely on IT programmers to build, launch and update the IVR programs for them. That’s because IVR software has historically been built for developers to use, requiring coding expertise and technical knowledge beyond that of most marketing, sales and support professionals.
“Traditionally there has been a disconnect between the people within an organization needing IVR voice dialogs and phone surveys and the people building them,” said
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