What Is an Automated Phone System?

Automated phone techniques have become almost ubiquitous in our efficiency-pushed society, and many individuals frequently work together with them. Although these phone programs, more formally generally known as interactive voice response systems, have develop into prolific, many people nonetheless marvel why companies use them and just how the programs work.

Definition

At its most elementary degree, an automatic phone or interactive voice response system is any telephone system that interacts with callers with out input from a human other than the caller. More specifically, interactive voice response, or IVR, is the know-how that automates telephone contact between people and machines.

Types

Automated phone techniques generally 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 reference to another human. Inbound methods answer calls from people and interact with the callers; these systems might either meet the caller’s wants or join the caller to a human operator. Hybrid techniques mix features from each inbound and outbound techniques, permitting them to each make and take calls.

Function

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

Benefits

Many businesses and robocalls organizations use outbound automated phone systems to deliver marketing messages to customers or join prospects with human telemarketers. Authorities entities additionally use outbound techniques to deliver vital announcements and emergency messages. Businesses and other organizations typically use inbound automated phone methods rather than a receptionist; these programs can route callers to the suitable division, settle for input and, when related to a pc database, even reply fundamental questions.

Considerations

Though automated phone systems provide a number of benefits for businesses, nonprofits and others, these techniques have plenty of critics. Outbound automated phone programs have the potential to harass customers, and poorly configured programs 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 using them to take in depth compliance measures. Inbound automated techniques even have a number of drawbacks, as large, poorly designed techniques can go away customers feeling frustrated and unable to succeed in their supposed party. Misdirected calls can also hamper productiveness, so many businesses have discontinued their inbound automated phone systems in favor of connecting callers directly with live operators.