IVR Systems and Media Platforms Revolutionize Today's Customer Service Strategies

Implementing IVR systems as functioning media platforms means a lot of things: efficiency, higher levels of organization, and tailoring to specific customer needs. Most importantly, this collaboration enhances business’ overall customer service strategies by advancing voice-related innovation as we know it. IVR systems typically help organizations operate smoothly with the use of a wide selection of voice applications, during media platforms are used to handle resources just as voice, dtmf and video. At the same time, the integration of the two allows businesses to increase efficient use of their voice, audio and video resources.

Media platforms have become vital assets to business’ customer service strategies, as they feature natural components of telco environments, automated customer service and automated bill pay. IVR systems furthermore advance this development with the convenience of customized processes and flexibility, for instance, allowing users to talk to his or her VoIP (Voice over Internet Protocol) service provider. This allows clients to easily navigate through the automated voice procedure during also engaging and enabling businesses to more actively reach out to clients, ultimately modernizing operations and advancing communications. Some advanced features include voice recognition and text-to-speech options.

The same functioning arena

In the same functioning arena, inbound and outbound services will as well improve with high performing media platforms. For instance, the integration of a telco environment and a customer relationship management system will offer businesses the personal insight into and involvement with monitoring call center activities and customer reach-out efforts. To boot, media platforms can be used to create services that were before closed systems, just as voice mail and auto attendant. The SPOT Media Platform from Interact, to illustrate, has made it possible for clients such as Mortech to stream and record live calls at the touch of a button for a fraction of the cost. Similarly, outbound services serve as an excellent way to proactively reach out to clients, offering the possibility to send notifications and reminders of individual appointments, meetings or even school closings.