IVRUInteractive Voice Response Unit
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Web-enabled IVRU applications offer a similar presentation through the conventional phone line as well as the Web while providing the added benefits of centralized data storage and reporting.
DialAmerica also customizes much of its hardware and software equipment including IVRUs, embedded script (which can easily be modified) and proprietary CTI (Computer Telephony Integration) which provides "screen pops" that bring up a customer's case history on the TSR's computer.
Day-Timers expects the new IVRU to be especially helpful in handling the annual high volume phone order traffic traditionally experienced during the winter months.
With the implementation of the new IVRU system from SpeechWorks, we now have a remarkable way to ensure that customers' orders are responded to quickly without making them wait on the phone.
If IVRUs return callers to previous menus, they prevent communication with a TSR.
IVRU technology can be used exclusively or in conjunction with staff by filtering calls that can be resolved electronically.
Many IVRUs possess caller voice message recording capabilities that will electronically capture information that is not easily entered by the caller pushing buttons on a telephone.