Thursday, July 17, 2014

Need to get the word out fast? An IVR solution can help!

Woman on Headset in Call CenterInteractive Voice Response (IVR) solutions are increasingly being implemented by both small and large businesses to improve overall customer experience and to cut costs.

An outbound IVR solution allows companies to deliver automated, personalized messages to hundreds of people quickly and inexpensively. Messages can be pre-recorded or event triggered. Event triggered messages can offer a wide range of options and/or require further action to be taken by the person answering the phone (for example, “Your appointment is scheduled for Monday, July 21. To keep this appointment, press 1. To reschedule, press 2.”). Responses can be collected through the phone’s keypad or though spoken words with voice recognition.


Common applications for outbound IVR applications include:

  • Appointment reminders
  • Payment reminders
  • Order statuses
  • Shipment notifications
  • Appointment confirmations
  • Account alerts
  • Shipment notifications
  • Surveys
  • Refills/reorders
  • Fundraising requests
  • Notifications and closings

Industries benefiting from IVR technology:

  • Financial
  • Airlines
  • Banks
  • Pharmacies
  • Political
  • Travel and tourism
  • Polling and surveys
  • City and state governments
  • Non-profit organizations
  • Schools 
  • Churches 
  • Healthcare organizations
  • Customer service and call centers
  • Collections agencies

Benefits of outbound IVR solutions:

  • Cost advantages – leveraging VoIP technology, large volumes of outbound messages can be sent quickly, reliably, and inexpensively.
  • Frees up office personnel and call center employees to work on more valuable tasks.
  • Calls can be made off business hours when customers are more readily available.
  • Flexible and scalable – IVR technology allows different events to trigger different responses allowing for a better overall customer experience.
  • Proactively reach customers avoid high volumes of inbound calls during business hours.

IVR service and software provider reputations depend on who they choose as their voice termination provider. An IVR solution is only as good as its ability to complete calls.


TouchTone Communications works with Tier 1 carriers to deliver reliable, quality voice termination to IVR service and software providers. TouchTone's high-performing switch and redundancy capabilities can handle a massive amount of concurrent calls without sacrificing quality. With pay-as-you-go pricing and no short duration penalties, customers can count on TouchTone Communications to deliver consistent, quality voice termination to support demanding needs.


Looking for IVR voice termination? Call 1-888-TOUCHTONE, or e-mail sales@touchtone.net.