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Hosted IVR Service in India

IVR (Interactive Voice Response) system itself is new in India even after decade of high telecom growth and penetration. And hosted IVR was almost unknown in India till recently. But now, few companies have come up with hosted IVR solutions to cater to few specific IVR applications.

Till now, IVR systems were thought to be standalone, on premise CTI systems for answering customer calls and transfer calls to some department, record a complaint, announce train/flight status and schedule. But with increasing telecom density, both users and telecom providers have been pushing IVR companies to provide many utility services using telephone or mobiles. For example, making payment using IVR system, listening to music on voice portal etc.

Indian IVR market seems to be now rapidly waking up to hosted IVR concept. Till few years back, not many people bothered much about VXML, CCXML. But now a days even normal IVR users are aware about these ‘jargon’. Also many US-based companies who have been using IVR for many customer service related applications, CRM applications on a hosted platform, have recently been actively looking for hosted IVR service providers in India.

There are few IVR services which are available or being implemented in India are :-

1. Voice Blast or Bulk Voice Message

After success of SMS marketing, voice SMS or bulk voice messaging was a natural graduation. In voice Message service, hosted IVR calls up telephone numbers and play a recorded message. This was widely used during election campaigns. There are few IVR companies which provide this service.

Automated dialer is another variant of outbound IVR application which is available in India as hosted IVR service.

2. Click To Call Service

Click To Call service has been in Indian market as hosted IVR service for few years now. It is widely used in trading, directory websites. Recently, travel portals, job portals and real estate websites have woken up to the usefulness of click to call service.

3. Complaint Management System

This is another application which is being used by some companies as Hosted IVR service. With reducing bandwidth cost, and increasing internet penetration, IVR based complaint management system has potential to become preferred complaint management for smaller organisations.


4. IVR Survey

There has been few instances where IVR based survey had been used in India. It is still in nascent stage, but this is one potential area. IVR survey offer many benefits over other traditional form of surveys like mailer, email, face to face, SMS etc.

So, Indian market is also moving towards hosted IVR services slowly. Though biggest IVR users in India, government sectors like Indian railways, BSNL etc. may still be using on-premise IVR systems, but smaller private sector industries like private telecom service providers, ISPs, payment gateway providers, hospitality industry may opt for hosted IVR service quickly.

Few of the hosted IVR service providers are, Niche Tech Services Private Ltd., Simmortel Voice, Phonon, etc.

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{ 18 comments… add one }
  • shailendra March 31, 2010, 11:10 am

    These hosted IVR services are very good and its very cheap to the clients.
    CLick Call services is also very nice as it helps the website owner directly interact with his website visitor.

  • Neha April 16, 2010, 10:41 am

    Dear Shailendra,

    Have you tried using our click-to-call services? Leading portals of India use our click-to-call services. You can visit us at http://www.phonon.in/newportal for our hosted IVR services and click-to-call services.

    Cheers!

  • pratik April 22, 2010, 6:43 pm

    from last few month i am in touch with IVRS.i am facing some issues.if i will take the hosted automated ivrs for my company what cost should i pay.is it monthaly rental or a contrac for year?

  • Uttam Pegu April 22, 2010, 10:57 pm

    Hi Pratik,
    It would be monthly rental and depending on service provider, you may have to do yearly contract.

    For any inbound hosted IVR, you may have to pay rental per channel per month basis, for outbound IVR, normally, it is per call basis.

  • Prashanth Pendli April 23, 2011, 5:03 pm

    Phonon.in is the worst company when comes to service …

    They do not reply to the emails , their service goes down and they don’t even know for days.

    Also be careful of taking your own mobile DID number before signing else you will pay for your ignorance.

    We collegekart.com suffered bigtime with phonon.in , hope you don’t fall into same trap.

  • Meet Rathod April 23, 2011, 11:17 pm

    KollegeCart seems to be very interesting concept, sorry to know about Phonon services though.

    By the way which Hosted IVR services did you use?

  • Prashanth Pendli April 24, 2011, 4:34 pm

    we used phonon.in inbound IVR service , where in there is an automated message that is played when a caller calls our support number.

    • Ganesh August 25, 2011, 9:28 pm

      If you are interested do let us know. We at Voice Snap provide Hosted IVR service. You can reach me at ganesh@voicesnap.net or call 98404 65375

      Thanks

      Ganesh

  • Anima Farway December 19, 2011, 3:41 pm

    Hey @Ganesh,
    Nice to know that you are providing hosted ivr services .
    We are from knowlarity Communication Having Same Solution .

  • parthasarathy May 18, 2012, 10:53 am

    Hi,
    We are running an IT firm based in chennai and US. now we are looking to enter in IVR application solutions in indian market. i need few clarifications: How is the Indian market in IVR usage? whether any bright future will be their for IVR service providers in India.

    Thanks
    Parthasarathy

  • Hari Kumar May 25, 2012, 9:44 am

    Oh yes, definitely. VOIP is the way to go forward. I recently read in a survey article that VOIP market will be worth some 74.8 Billion by 2015. A lot of companies are investing into VOIP and saving more on their communication expenses.

    We are a VOIP solutions provider and do custom IVR, Communication Services, Call Center Software, Web Click to Call services and more. We could help you with any such requirement you have.

    Thanks,
    Hari
    Email: hari.kumar@nagainfo.com

  • sanjay November 19, 2012, 5:25 pm

    we are loooking for a big custom application development where we will use TAPI and CSTA integration with different hardwares. This will be complete custom application and we will hold complete souce code and rights for the application. there will be no limitation from application point of view even if we have million user for the same.

    in first phase we like to have TAPI and CSTA workig with AGFEO AS 40 with all basic functions of dialer.

    Once we have seen this wokring at our side then we can discuss about next phase for requirement etc.

    PLease quote us time and budget for same demo application.

  • Vijay Sharma January 21, 2013, 7:25 pm

    Hi Everyone,

    Just want to add that we at Exotel are a hosted IVR solution provider and can also provide most of these features mentioned here + More. It is a self served product and you can create a free account at http://www.exotel.in as well.

    Do give us a shout out if you are looking for a Hosted IVR solution.

    Thanks,
    Vijay

  • Vipul April 13, 2013, 4:37 pm

    Hi all
    we are searching for cheap-n-best IVR service for our company. Can anybody suggest a good one ?

    • Vijay April 26, 2013, 6:17 pm

      Try exotel Vipul, you can go online create a free trial account and check the product out.

  • Rakshit July 31, 2013, 4:25 pm

    Do contact me if there is any requirement of IVR or Toll-Free services in India or abroad. We are “number 1” in India in providing IVR service. Kindly visit the website http://www.knowlarity.com or contact me directly @ +919654366001 if you any any queries. We’ve surpassed all companies in terms of quality of our service in India. Kindly google the info if you have any doubts.

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