What Is an Automated Phone System?

Automated phone methods have turn into almost ubiquitous in our effectivity-driven society, and many individuals regularly interact with them. Although these phone systems, more formally known as interactive voice response techniques, have become prolific, many people still marvel why companies use them and just how the methods work.

Definition

At its most elementary stage, an automatic phone or interactive voice response system is any telephone system that interacts with callers without enter from a human aside from the caller. More specifically, interactive voice response, or IVR, is the expertise that automates telephone contact between people and machines.

Types

Automated phone programs typically fall into three types: outbound, inbound and hybrid. Outbound telephone techniques place calls to human recipients, either to deliver a recorded message or set up a connection with one other human. Inbound techniques answer calls from people and work together with the callers; these systems may both meet the caller’s needs or join the caller to a human operator. Hybrid systems mix features from both inbound and outbound techniques, permitting them to each make and take calls.

Operate

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

Advantages

Many businesses and organizations use outbound automated phone techniques to deliver advertising messages to clients or join clients with human telemarketers. Authorities entities additionally use outbound techniques to deliver important announcements and emergency messages. Companies and different organizations typically use inbound automated phone methods rather than a receptionist; these programs can route callers to the appropriate division, accept input and, when linked to a computer database, even reply fundamental questions.

Considerations

Although automated phone techniques supply a number of advantages for companies, nonprofits and others, these systems have loads of critics. Outbound automated phone techniques have the potential robocalls to cell phones annoy customers, and poorly configured techniques can leave folks listening to silence or receiving a number of calls throughout 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 using them to take intensive compliance measures. Inbound automated methods also have a number of drawbacks, as giant, poorly designed techniques can go away customers feeling frustrated and unable to reach their supposed party. Misdirected calls also can hamper productiveness, so many companies have discontinued their inbound automated phone programs in favor of connecting callers directly with live operators.