Interactive Voice Response (IVR)

Features & Benefits Of IVR Data Collection

Feature Description Benefits
Proactive Customer Contact Interactive Voice Response (IVR) is the most proactive and effective option for reaching customers. Applications can be configured to contact customers immediately after interactions, or at specific times when customer availability is highest. Engage customers via their home or mobile phone immediately following an interaction. Contact “no answer” customers again in a non-intrusive manner, thereby ensuring high response rates.
High Response / Participation Rates Campaigns can be set-up to contact customers immediately following an interaction, when they are most likely to answer their phone and respond. Calls can also be scheduled using a range of criteria such as calling windows, blackout dates, retries, and time zones. Participation rates (e.g., calling response rates) for IVR campaigns range from 15-40%, enabling clients to collect vast amounts of feedback data. IVR applications are suited for customer feedback, appointment reminders, collection reminders, and marketing campaigns.
Statistically Valid Data Interactive Voice Response (IVR) apps enable companies to collect data immediately after an interaction (when a customer’s recollection is best). Due to the medium’s high response rates, sample sizes are typically larger and more valid than other collection mediums. Leverage accurate feedback and larger data sets for employee compensation, performance reviews, and coaching programs.
Configurable Applications (Branching, Text-to-Speech, etc.) Applications support question branching, text-to-speech, yes-no/5 point/10 point/etc. scoring scales, and can also be personalized with branded messages, customer specific information, specialized greetings, and more. Generate field-proven, industry-accepted campaigns that can be customized to the needs of your brand or the targeted customer segment.
Multi-lingual, Professional Scripts and Recordings eTouchPoint uses professional voice talent to ensure IVR programs represent brands effectively. Scripts can be recorded in a variety of languages and used in a single
IVR app.		 Customize your IVR application to meet the needs of a diverse audience.