Customers demand not only quality, but also convenience. They request necessary information and require special attention towards them. Quite often customers will reach a company on convenient for them timetable, which will not necessary coincide with company’s working hours.
Voice processing and voice response systems are developed and designed in the way customers can reach the necessary department without guidance of receptionist or call-center agent. Customers do not bear waiting in line to get their calls answered and prefer having alternatives about how to deal with their requests.
Namely voice processing technologies give companies possibilities to provide their callers with such options as:
- leaving a message for a return call;
- retrieving necessary information with built-in menu themselves;
- requesting the information to be sent to the.
The benefits to companies using voice processing (VoiP) technologies and interactive voice response (IVR) systems are greater
VoiP systems allow companies to handle and process more calls through the system and even increase call volumes handled with the same number of call-center representatives. However, call-center agents will still be necessary to answer calls of customers who ask to speak to them.
Another benefit is accuracy of information provided by the IVR and VoiP systems implemented
IVR has a special importance for voice processing in call centers, since the information provided comes firsthand from the customers. The information received through interactive voice response system can be used for surveying demographics of customers, meeting cross marketing needs, etc. However, more discussion of IVR systems will be provided in the next section/post. Current section/post will continue with an overview of other available voice processing technologies, such as speech recognition and automated attendants, which are quite important, if not critical, for particular applications and industries.
Currently voice processing technologies and systems are much more sophisticated. While it was possible to go through each VoiP technology and find an example of a standalone system less than 10 years ago, these days certain voice processing technologies are mostly functions in larger systems. VoiP technologies are now part of larger Automated Call Distribution systems.
Standalone products are usually aimed at the low-end markets, while voice processing technologies market provides companies with the hottest VoiP applications, software products, voice boards and accessories required for creation of ‘do-it-yourself’ VoiP systems.
The short overview provided some insights to the use and benefits of core voice processing technologies. All VoiP technologies have the same essentials under the hood, though there is some worthy differences between, for example, automated attendants and IVR systems.