Category: IVR

IVR: 4 Uses in Healthcare

Post author By Sioban Schmeding
Post date August 16, 2016
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The Healthcare industry has changed drastically within the last decade. There are constantly new regulations created to provide safety and security to all patients. With these changes, a new set of needs for the industry such as: accurately collecting information, providing support, and staying within budget. All these requirements must be met- all whilst having a unified brand voice. The solution? IVR also known as Interactive Voice Response is a technology that can be utilized throughout all healthcare fields. Here are 4 ways that your Healthcare business can use IVR.

Voice Assistant Technology and its Part in Customer Service

Post author By Harvey Edelman
Post date July 19, 2016
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Once relegated to the realms of sci-fi and seemingly far-fetched movie plots, voice assistant technology is now a huge part of the customer service experience. It works inconjunction with your Interactive Voice Response, known as IVR, to increase efficiency in your company’s communication, making it ideal for customer experience strategies.

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IVR Monitoring Improving the Healthcare Experience

Post author By Sioban Schmeding
Post date June 28, 2016
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In a recent article written by Mary Thomson and published in Digestive Diseases and Sciences, she discusses how using an automated IVR system to monitor patients within a healthcare facility can identify patients at risk for prehospitalization. According to the article patients typically do not enjoy automated phone systems. However, once the automated system was implemented there was a 70% completion rate of 80% or higher on the assessment. A large part of the group in the study were patients with Cirrhosis considered to be noncompliant. Setting up an automated phone system allowed physicians to qualify what patients needed more communication based on the additional information submitted.

IVR phone menu prompts resources

Live Agents Or Automated Attendant?

Post author By Sioban Schmeding
Post date May 3, 2016
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The term ‘Live Agents’ has replaced the traditional “receptionist”. Not too long ago most businesses answered calls live during “normal” business hours. So much has changed in how we work and live and communicate, I’m not sure what is considered normal. Today customers expect 24/7, 365 support from any channel possible. In order to keep pace with customer demand auto-attendants are used everywhere – even local pizza shops. Once considered a tool for big businesses, auto-attendants and IVR are available in just about every phone system sold. But which is better? Answering the call with a live representative or having all calls go through a menu of options?

branding IVR resources

3 Reasons IVR Can Make or Break Your Brand

Post author By Harvey Edelman
Post date April 20, 2016
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IVR systems. We’ve all used it and we’ve all had experiences where we were trapped in a routing loop unable to reach a human being and stuck yelling at a “robot” we can barely understand.

When was the last time you’ve had an experience like that? How did it make you feel about the brand who provided that experience to you? Probably not good.

IVR phone menu prompts resources

What is IVR? How Does it Relate to Voice Prompts?

Post author By Sioban Schmeding
Post date April 8, 2016
No Comments on What is IVR? How Does it Relate to Voice Prompts?

Working in our Client Relation’s Department we often get asked what is the difference between a voice prompt and IVR (Interactive Voice Response). IVR is a telephony technology that can process a combination of touch tones and voice inputs. IVR uses voice prompts to provide callers’ with instructions and directions for accessing information via phone. Voice prompts are used within an IVR? Yes, that wasn’t a typo, prompts are audio files that provide greetings or informational messages within a telephone voice processing system. They can be sentences, phrases or individual words. Unlike voice prompts an IVR system consists of a database, telephone equipment, a supporting infrastructure and software applications. Most IVR applications include:

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3 Ways IVR Can Enhance Your Business

Post author By Harvey Edelman
Post date August 11, 2015
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The first impression that clients and customers have on a business is a pretty important one. The typical first thing a client does is make a phone call to your business. When choosing to use IVR or an automated voice attendant, it is important to create a pleasant and simple experience for the caller. Utilizing an automated system has many benefits for your company or business!

IVR scriptwriting tips

Using the Right IVR to Sound Like a Big Company

Post author By Harvey Edelman
Post date August 6, 2015
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Although automated phone greetings are often the first interactions customers have with your company, many small business owners don’t take necessary steps to make sure they are making the correct first impression. Deciding what options to present and composing a concise and understandable greeting are difficult for many people. Thus selecting the right auto attendant/IVR to sound like a bigger company is a crucial step in presenting your business to the public. Here are suggestions on how you can set up your IVR to best meet customer needs.

IVR resources small business

Small Doesn’t Mean Unprofessional

Post author By Harvey Edelman
Post date July 30, 2015
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Small businesses using the right auto attendant/IVR can sound like a bigger company. Small should mean professional. With 21st century technology, it’s possible for a small company to present itself just as professionally as a mega-corporation.

healthcare IVR tips

5 Healthcare IVR Best Practices

Post author By Juli Durante
Post date June 25, 2013
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In Healthcare, IVR Systems are used to automate a wide variety of tasks: route calls to different departments, announce office or facility hours, allow patients to confirm appointments, and more. In many cases, the functionality of a system is limited by the way the prompts and announcements are written, read, and structured. How do you ensure your IVR System sounds as good as it promises to work?