What Is an Automated Phone System?

Automated phone techniques have grow to be practically ubiquitous in our effectivity-pushed society, and many individuals ceaselessly interact with them. Despite the fact that these phone techniques, more formally referred to as interactive voice response techniques, have become prolific, many people nonetheless wonder why businesses use them and just how the programs work.

Definition

At its most simple level, an automated phone or interactive voice response system is any telephone system that interacts with callers without input from a human aside from the caller. More specifically, interactive voice response, or IVR, is the technology that automates telephone contact between people and machines.

Types

Automated phone systems usually fall into three types: outbound, inbound and hybrid. Outbound telephone systems place calls to human recipients, either to deliver a recorded message or set up a connection with another human. Inbound methods answer calls from people and interact with the callers; these methods could either meet the caller’s wants or join the caller to a human operator. Hybrid programs combine options from both inbound and outbound methods, allowing them to each make and take calls.

Perform

Outbound automated phone techniques work by accepting bulk enter of telephone numbers, normally from a pc drive or database. Using a bank of telephone lines, the systems place calls and listen for solutions; when the methods detect a human answer, they either play a pre-recorded message or join the dialed party with an available human agent. Inbound programs work like outbound methods, however in reverse. These methods, typically operated by computer systems, reply incoming calls. The systems typically play a message, then ask the caller to either press a button or speak a response. Relying on the caller’s input, the automated phone system might play some data, route the caller to another immediate or join the caller with a human operator.

Advantages

Many businesses and organizations use outbound automated phone methods to deliver advertising and marketing messages to clients or connect customers with human telemarketers. Government entities also use outbound systems to deliver necessary announcements and emergency messages. Companies and other organizations typically use inbound automated phone methods instead of a receptionist; these programs can route callers to the suitable division, settle for input and, when related to a pc database, even reply primary questions.

Considerations

Though automated phone techniques provide a number of benefits for businesses, automatic call nonprofits and others, these systems have loads of critics. Outbound automated phone techniques have the potential to annoy customers, and poorly configured programs can depart individuals listening to silence or receiving a number of calls during which the system merely hangs up. These systems have drawn a lot ire that the Federal Communication Commission regulated their use and now requires businesses utilizing them to take intensive compliance measures. Inbound automated techniques even have a number of drawbacks, as large, poorly designed systems can depart customers feeling frustrated and unable to reach their meant party. Misdirected calls can even hamper productivity, so many companies have discontinued their inbound automated phone programs in favor of connecting callers directly with live operators.