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Hosted IVR

IVR (Interactive Voice Response) System is solution that perform specific tasks related to presenting, sharing gathering information of a company with its customers or any one over phone. With fast development of internet, IVR systems too have moved from on-premise system to hosted service.


How it evolved

Like any other computer software, IVR has evolved from standalone application to highly networked application with many intelligence as per industry where it is being used. For example, a typical voice portal application fetches data from many different servers located at various geographical locations. The main CTI server is normally located at telecom service provider while all contents, MIS etc are contactly updated, monitored from office of the voice portal operators, all using internet as backbone.
Similarly, other IVR applications like complaint management, company information, IVR survey, hotel information etc. could be hosted at remote sites and its activities, reports could be viewed, analyzed live using internet connection or on website. So, IVR as a hosted service has evolved and is growing.


How it works

Hosted IVR service providers offers the following services to its customer:-

1. Dedicated Telephone number which will receive calls from/make calls to its customers.
2. DIY ( Do it yourself) visual tools for designing their IVR call flow
3. Third party database integration or integration with existing CRM ( Customer Resource Management) software.
4. Any customised call flow implementation
5. Maintenance, upgrade of the IVR system.

A hosted IVR service provider has infrastructure which is already connected to telecom operators for managing telephone call related activities as well as integration of CTI boards with telephone switch, call routing. It also has CDR MIS available online for any customers for their allotted telephone numbers or channel(s). It can allocate more channels to handle more calls simultaneously.

A hosted IVR customer only need to worry about their application part, their call flow, IVR prompts, script etc.

Advantages

  • People who are not convinced about success of IVR implementation or its usefulness for his business process, using hosted IVR service is the best option. As hosted IVR service offers him quickest time for go live with an IVR system.
  • Initial cost of CTI board, time spent on integration with telephone switch etc. are avoided while using a hosted IVR service.

Available tools
There are many tools which can be used for hosted IVR services. Invox, Apexvoice, Pronexus VBVoice, CT ADE etc. are few tools which are widely used for hosted IVR service.

Hosted IVR has started in India in the form of Bulk outbound voice messages recently which is being increasingly used for political campaign, awareness campaign, e-governance as well as voice advertising. “Click to Call” is another hosted IVR service which is growing in India recently.

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{ 8 comments… add one }
  • Ashay Padwal February 9, 2010, 10:32 am

    Are such services available in India ? Can you name some companies who provide it and maybe your rating for them

  • Uttam Pegu February 10, 2010, 5:16 pm

    Hi Ashay,
    Thank you for writing. Niche Tech Services (P) Ltd. (www.nts-world.com) is one such company which provides hosted IVR services in India, complete with telephone number, web based MIS, Call forwarding, Voice Mail, Call Transfer etc.

    Apart from NTS, I have seen companies offering Voice Bulk Messages using hosted IVR in India. If there are any more companies who offer IVR service with call flow, I am not aware ( I tried to do some Google). But I know few companies are trying to set up such service in near future.

    Regards

  • Neha April 16, 2010, 10:38 am

    Dear Ashay,

    You could also look at http://www.phonon.in. Phonon is a leading IVRS service provider and offers low-cost, high-quality hosted solutions to its customers.

    You can also call us at 0265 2781717.

    Regards.

  • Prashanth Pendli April 23, 2011, 5:04 pm

    Phonon.in , is the worst company when it comes to service and rates.

    Please do not fall into the trap of this company.

    we collegekart.com signed up contract with this company and are paying for it.

  • Vikas Sharma April 23, 2011, 5:59 pm

    Prashant, You can opt to Niche Tech Services Pvt Ltd. They are the leading providers for IVRS and Hosted IVRS with a long establishment in the field and have a good clientele.
    You can contact them on http://www.nts-world.com or http://www.clickcall.in.

  • Ujwal Makhija December 28, 2011, 9:59 am

    It’s quite unfortunate to note Mr. Pendli’s trying to vent out his so called frustration on a public forum rather than respond to emails.

    After noticing this article, I wrote to Mr. Pendli requesting the reasons for a negative feedback, to which I received a reply with his judgements rather than facts. Based on those ‘judgements’, I tried to respond back with facts and till date haven’t received any acknowledgement or any further response from him. Mr. Pendli had very typical requirements, which our sales and support team went out of the way to resolve. But services do cost money!!

    Phonon’s valued customers include leading airlines, online portals, web portals, insurance and financial services firms, banks, travel companies apart from various SME’. These would definitely not have been our customers if our services or rates, either were non-competitive.

    Mr. Pendli, we feel bad that your judgement of our work has been in the negative, however, we would definitely have appreciated your communicating with us to resolve your issue rather than washing linen in public.

    Regards,
    Ujwal Makhija.

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