Automated Interactive voice response or IVR phone systems are used by contact care centers for answering inbound calls or outbound calls placed to/by customers by providing a recorded message with options.

In IVR, callers give input using the Dialpad on their phones and the system provides them with the required information like account balance, order status, due payments, etc.

……IVR is often used as the first interaction between a customer and an organization, so therefore it can influence the customer’s perception of choosing the organization based on the service and ease-of-use functionality.

So, to increase the call productivity the tools like IVR voice recognition or Speech-to-text (STT), Text-to-speech (TTS) can be added to your CRM to ensure a smooth calling process.

Let’s have a detailed look at the benefits of using TTS and STT in your organization:

Text-to-Speech Benefits:

In simple terms, TTS is defined as speaking text aloud, where the text goes in, and the voice comes out.

• TTS in IVR applications repeats caller inputs to ensure the information collected is accurate to provide order status, account information, service requests, customer service survey questions, and more.
• IVR application supports touch-tone or Dual-tone multi-frequency (DTMF) keypad to collect user’s input via available options. 
• The ability to read out long texts with a clear reader voice and natural speaking ensures accuracy
• Supports multi-lingual functionality with different languages 
• Reduces the routine administrative tasks of customer care agents by increasing automation, and thereby reducing operational costs.

Speech-to-text (STT):

IVR also works on voice recognition where it either routes the caller to an agent or a self-service application.

• IVR speech recognition eliminates the need for touch-tone keypad entry and makes it easier for customers by asking questions like personal identification number, registered contact number, etc 
• Using some advanced tools, IVR STT can verify the identity of the speaker by testing voice characteristics.
• Automates tasks that touch-tone keypad fails to do like collecting addresses, names, and more.
• Allows faster communication by getting words into a document without any delayed process.
• With its well-crafted STT feature, it allows your customers to self-serve outside your business hours and makes your business available 24x7x365.
• Guarantees increased customer experience with great customer satisfaction and reduce operational costs.

Which of these software are you trying to integrate with your CRM?

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