What Is an Automated Phone System?

Automated phone techniques have change into practically ubiquitous in our effectivity-driven society, and many individuals frequently interact with them. Although these phone techniques, more formally often known as interactive voice response techniques, have grow to be prolific, many individuals nonetheless marvel why companies use them and just how the programs work.

Definition

At its most basic level, an automated phone or interactive voice response system is any telephone system that interacts with callers with out enter from a human aside from the caller. More specifically, interactive voice response, or IVR, is the technology that automates telephone contact between people and machines.

Types

Automated phone methods generally fall into three types: outbound, inbound and hybrid. Outbound telephone methods place calls to human recipients, both to deliver a recorded message or establish a reference to another human. Inbound programs reply calls from humans and interact with the callers; these programs might either meet the caller’s wants or join the caller to a human operator. Hybrid methods combine features from each inbound and outbound systems, permitting them to both make and take calls.

Operate

Outbound automated phone programs work by accepting bulk enter of telephone numbers, normally from a pc drive or database. Using a bank of telephone lines, the systems place calls call and text online listen for answers; when the methods detect a human answer, they either play a pre-recorded message or connect the dialed party with an available human agent. Inbound techniques work like outbound techniques, however in reverse. These programs, typically operated by computers, reply incoming calls. The techniques typically play a message, then ask the caller to either press a button or speak a response. Depending on the caller’s enter, the automated phone system might play some information, route the caller to another prompt or join the caller with a human operator.

Advantages

Many businesses and organizations use outbound automated phone systems to deliver marketing messages to prospects or connect customers with human telemarketers. Authorities entities additionally use outbound techniques to deliver important bulletins and emergency messages. Businesses and other organizations typically use inbound automated phone programs rather than a receptionist; these techniques can route callers to the suitable division, accept input and, when connected to a pc database, even reply fundamental questions.

Considerations

Although automated phone systems provide a number of advantages for businesses, nonprofits and others, these programs have plenty of critics. Outbound automated phone programs have the potential to bother consumers, and poorly configured techniques can depart individuals listening to silence or receiving a number of calls during which the system simply hangs up. These methods have drawn so much ire that the Federal Communication Commission regulated their use and now requires businesses utilizing them to take extensive compliance measures. Inbound automated programs also have a number of drawbacks, as giant, poorly designed techniques can go away prospects feeling frustrated and unable to reach their supposed party. Misdirected calls may hamper productiveness, so many companies have discontinued their inbound automated phone techniques in favor of connecting callers directly with live operators.