What is voice IVR?

IVR (Interactive Voice Response) refers to interactive voice response. You can enter the service center by phone and listen to mobile entertainment products according to the operation tips. Relevant information can be played according to the content input by the user. Refers to the value-added service of wireless voice service, similar to the well-known fixed telephone voice service at present. Mobile phone users dial the designated number to get the required information or participate in interactive services. The most common services are: 1 voice songs, 2 voice chats with friends, 3 mobile magazines, 4 e-card IVR, which is a voice value-added service, and was started by mobile operators in 2002. Mobile phone IVR is divided into two brands: audio-visual interaction and entertainment online. Unicom's IVR brand is Unicom. Another important application of IVR is in the call center, which is divided into foreground and background. In the previous IVR, the voice first enters the IVR for processing, and when the customer's problem cannot be solved, it goes to the manual seat. Post-IVR means that IVR is in a balanced position with the manual agent, and the manual can't meet the customer's call, mainly to delay time or value-added services. Inter-Vlan routing IVR: Inter-VLAN routing (abbreviated as IVR here) IVR function 1 IVR provides 24 hours a day, 7 days a week. IVR handles a lot of daily business for the enterprise without going through a business representative. Customers can input information to the enterprise host by pressing keys or voice selection, access various enterprise databases (through ODBC) within the permitted scope, and obtain various services by themselves, so that business representatives can have more time to serve customers with special requirements. IVR can handle multiple incoming calls at the same time, and the automatic processing flow in case of busy will greatly reduce the probability of customers hearing busy tone or giving up halfway, and improve customer satisfaction. 3 IVR system can run multiple different applications at the same time, for example, it can provide completely independent information system applications for enterprise insiders or enterprise customers at the same time. When she handles all incoming calls, she can automatically choose which application system should be started by asking some related information, such as internal ID, supplier ID and agent ID. Ivr is the forerunner or main controller of call center. The customer's call can be transferred freely between the human agent and IVR. For example, the business representative can ask IVR to verify the customer ID, or play consulting information and take back control after the call. Carry customer data and related information during the transfer process. The purpose of IVR design is to take care of calling customers from all aspects. In terms of call allocation, it can be automatically allocated according to the optimal algorithm, or it can be handled according to the user's instructions; Before the call is finally transferred to the manual seat, find out the most suitable route to transfer the call, that is, find out the most suitable business representative to answer the call. Specific customers can arrange special personnel to answer; Give priority to important customers and minimize their waiting time. Fault tolerance, automatically handle busy situations and reduce customers' intolerance of hanging up; IVR's text-to-speech synthesis technology, such as automatic line fault alarm, provides customers with pre-recorded clear and mellow sound. IVR's multi-language support can play voice prompts in different languages or edit consulting information according to different needs. IVR in this paragraph is applicable to various industries. 1 IVR can be used in many industries. Corporate customers can call at any time to get the information they want, without waiting for working hours or contacting a fixed person in charge. IVR makes use of advanced CTI technology to make telephone a bridge to communicate with enterprises or institutions, so as to meet the growing demand of these enterprises or institutions for improving operational efficiency. 2. Banks inquire about depositors' accounts, activate credit certification funds, inquire about interest rates, inquire about name/address change and transfer, and inquire about insurance companies' claims/qualifications for policyholders. Same as compensation information, beneficiary information, ID card application, policy application, health consultation, insurance agent publicity and sales strategy guidance, commission inquiry clause consultation, reward and punishment information business archiving and renewal consultation, medical institution qualification certification claim * * * Same compensation information 6 Inquire about departure/arrival time of air flights, fixed customer information, reservation information, intelligent call processing, air ticket reservation, seat confirmation, automatic route cancellation, freight supervision notice, Booklet distribution, shipping application and weight confirmation of freight company, shipment tracking, arrival date, employee/driver timetable, location inquiry, stock telephone transaction valuation inquiry of securities company, and special telecom service fee inquiry. Name/address change, business outlet inquiry 10, government agency 1 1, outsourcing service 12, higher education and other government/public utilities such as municipal government, water supply, urban construction, gas and public security. Editing this technology and applying IVR (Interactive Voice Response) can improve the quality of call service and save money. IVR is a powerful telephone automatic service system. For users, only by understanding this point can they truly understand the value of IVR system; For product providers, only by understanding this can we truly understand the application scope and design objectives of products. With the development of technology, IVR is a subsystem of integrated call center platform, which cooperates with other subsystems to realize the standard functions of a call center platform. Secondly, it is an independent system, which can be operated, maintained and upgraded independently, and can be used independently when only IVR is needed. 1. Why should I use IVR? Using IVR can make users get information service 24 hours a day, improve service quality and coordinate user operations. If the IVR system is installed in the call center, most of the calls will be automated, which can save 60% of the original expenses and reduce the burden on the agents, so that they can only handle the calls that really need manual processing. Moreover, IVR system allows users to access anytime and anywhere, so it has been widely recognized by users. At present, many enterprises are committed to using this advantage of IVR to attract users. 2. Market Overview The concept of call center was introduced to China in the middle and late 1990s. Before 1998, the call center industry in China was mainly concentrated in some service areas of the telecommunications industry. After 1998, with the growth of telecom business, call center, as an important means to improve customer service quality, has been paid attention by the operation department. Many cities have also built other service areas in the telecommunications industry, such as 1000 fixed telephone customer service center and 1860 mobile telephone customer service center. At the same time, market-oriented industries with high degree of information application and service orientation, such as banking, securities, insurance, IT, home appliances, remote shopping, etc. , and began to apply the services provided by the call center to varying degrees. After the call center was introduced into China, it showed a strong development momentum in just three or four years, and it has been accepted and applied by more and more industry and enterprise users. Due to the rapid economic growth in China, the improvement of enterprise competition and service awareness, the increasing telephone penetration rate, the downward adjustment of telecom tariffs, the rapid popularization of the Internet and the influence of China's entry into WTO, the overall market size of China's CAGR center industry has increased from 198 to 200 1 with a compound annual growth rate of 40%. At present, the call center industry in China is in a period of rapid development. By 20001,the total number of seats in China call center reached 96,200, and the market scale reached 65.438+0.0638 billion yuan, up by 565.438+0.6% and 55.2% respectively over the same period of last year. The distribution of China call center market scale in various industries in 200 1 year is shown in the table. 3. Market drivers 3. 1. Rapid growth of the telecommunications market In the past few years, the telecommunications market in China has shown a trend of rapid growth. In 200 1 year, the fixed network in China has developed into the second largest network in the world, and the demand for fixed telephones in China is in a period of rapid growth. By 200 1 year, the number of fixed telephone users will reach 654.38+79 million, and the telephone penetration rate will be 13.8%. It is predicted that from 200 1 to 2005, the demand of fixed-line users will maintain rapid growth, with a compound annual growth rate of 17%. By June of 20001year, the mobile network has developed into the second largest network in the world, and the number of users has ranked first in the world. By June of 20001year, the number of users had reached 65438+45 million, and the telephone penetration rate was 1 1.2%. From 200 1 to 2005, the demand of mobile network users will keep growing at a high speed with a compound annual growth rate of 30%, and the number of wireless paging users will reach 36 1 10,000. In addition, the Internet has developed rapidly. By 200 1, the number of netizens has reached 337 million. With the increasing popularity of computers and people's increasing demand for Internet access, it is expected that the Internet will continue to grow rapidly in the next five years. Such a strong user base and its growth trend have promoted the establishment and development of call centers in the telecommunications industry. It is predicted that in the next five years, telecom call center will remain the main market segment of China call center. 3.2 The intensification of competition has promoted the improvement of customer service quality. In today's convergence of products and prices, the level of service quality, diversification and differentiation of services have become particularly important. With the development of economy and the improvement of social informatization, consumers also put forward higher and higher requirements for the service quality of enterprises. In order to compete for customer resources, enterprises must accurately grasp the needs of consumers and respond as quickly as possible. In addition, joining WTO will not only weaken local protection policies, but also force enterprises to join international competition. Fierce competition forces enterprises to pay more attention to the service needs of consumers. Obviously, those enterprises that operate and serve in the traditional way can no longer meet the needs of consumers and gain an advantage in this competition for customer resources. For this reason, many enterprises began to improve their services by using the application of information technology and the call center based on telephone interaction technology of computing center. 4.IVR function 4. 1 IVR provides 24 hours a day, 7 days a week. IVR handles a lot of daily business for the enterprise without going through a business representative. Customers can input information to the enterprise host by pressing keys or voice selection, access various enterprise databases (through ODBC) within the permitted scope, and obtain various services by themselves, so that business representatives can have more time to serve customers with special requirements. 4.2 IVR can handle multiple incoming calls at the same time, and the automatic processing flow in case of busy will greatly reduce the probability of customers hearing busy tone or giving up halfway, and improve customer satisfaction. 4.3 IVR system can run multiple different applications at the same time, for example, it can provide completely independent information system applications for enterprise insiders or enterprise customers at the same time. When she handles all incoming calls, she can automatically choose which application system should be started by asking some related information, such as internal ID, supplier ID and agent ID. 4.4 IVR is the forerunner or owner of the call center. The customer's call can be transferred freely between the human agent and IVR. For example, the business representative can ask IVR to verify the customer ID, or play consulting information and take back control after the call. Carry customer data and related information during the transfer process. 4.5 The purpose of IVR design is to take good care of calling customers from all aspects. In terms of call allocation, it can be automatically allocated according to the optimal algorithm, or it can be handled according to the user's instructions; Before the call is finally transferred to the manual seat, find out the most suitable route to transfer the call, that is, find out the most suitable business representative to answer the call. Specific customers can arrange special personnel to answer; Give priority to important customers and minimize their waiting time. Fault tolerance, automatically handle busy situations and reduce customers' intolerance of hanging up; 4.6 IVR's text-to-speech synthesis technology, such as automatic alarm when the line fails, serves customers with clear and mellow voice recorded in advance. IVR's multi-language support can play voice prompts or consulting information in different languages according to different needs. 5. IVR application in various industries 5. 1 IVR can be applied to many industries. Corporate customers can call at any time to get the information they want, without waiting for working hours or contacting a fixed person in charge. IVR makes use of advanced CTI technology to make telephone a bridge to communicate with enterprises or institutions, so as to meet the growing demand of these enterprises or institutions for improving operational efficiency. 5.2 Banks inquire about all kinds of cards in depositors' accounts, activate credit certification funds, inquire about interest rates, inquire about name/address change and transfer, 5.3 insurance companies inquire about insurance information of policyholders' claims/qualification certification, with compensation information, beneficiary information, ID card application, policy application, health consultation, 5.4 insurance agents' sales strategy promotion, commission inquiry terms guidance, reward and punishment information business archiving and renewal consultation, 5.5 Claims for Qualification Certification of Medical Institutions * * * Same compensation information 5.6 Inquiries about fixed departure/arrival time of air flights, customer information and reservation information, intelligent call processing, seat reservation confirmation, automatic route cancellation, freight supervision notice, booklet distribution 5.7 Inquiries about arrival date of freight company's delivery application and weight confirmation, staff/driver scheduling and location inquiry 5.8 Inquiries about stock telephone transaction valuation of securities companies 5.9 Inquiries about special telecom electricity. Credit service fee inquiry name/address change business outlets inquiry 5. 10 government agencies 5.1outsourcing services 5. 12 higher education and other government/public utilities such as municipal government, tap water, urban construction, gas and public security.