IVR Hosting is growing world-wide and many people are increasingly opting for Hosted IVR solutions. Though hosted IVR Solution may not be able to replace On-Preimse IVR solutions in some cases, but here are top five reasons why one should opt for IVR hosting :-
1. Future Proof
With increasing number of CTI vendors as well as available CTI boards, it has not only become difficult to choose a CTI board, but it has also created a new risk, that is obsolescence! Many people may remember buying good old D/4PCI without any fear or consideration of going obsolete, but not anymore!
With recent advancement in speech recognition technologies, as well as complex IVR systems which may require data exchange between servers located at many places, one can safely say that, today’s IVR technology is going to be obsolete a lot quicker than before.
In hosted IVR solution, this is never going to be a problem for user! One can expect, the hosted IVR service provider will always be updated with latest technologies, features available in IVR technology.
2. No maintenance and no support nightmare
IVR System consists of more than one components. For example, it has telecom components which connects you to the PSTN ( Public Switch Network). Then there is a computer Server and power as well as power back up. Apart from this, there is one CTI vendor as well as IVR Software vendor!
Most of the times, you do not find one single vendor providing you all above components. So, one needs to contact all these vendors for support. One may even encounter a problem like, CTI vendor blaming the Telecom connectivity for the IVR system malfunctioning, while the computer hardware guy blaming the IVR software.
In hosted IVR solution, you have only one problem, only one support, either your IVR is working or it is not. And contact only one support for this. It will save time and resources for any company.
3. Real-time monitoring of expenses and exit route
With IVR hosting service, one can actually measure ROI ( return on Investment) quickly and in real time. From the monthly payment to the Hosted IVR service provider, one can measure exact number of calls, call abandonment, successful calls and any saving in human intervention. But one may argue, these data are available on On-Premise solution too. Yes, but when you know use of IVR is not reducing burden of human resources, you have had already invested on the IVR systems as capital expenditure!
But with Hosted IVR solution, you have quick exit route or try out different type of call flow, different features. On premise IVR, one can not expect these benefits!
4. Focus your core business, no allocate resources for IVR a business tool for you
IVR system is a business automation system to automate customer care, reduce human intervention, increase accuracy of information as well as collecting measurable information about callers and customers. Maintaining or developing IVR system may not be your core competence. So, one should devote resources in their core competence rather than devoting resources in IVR upkeep.
Hosted IVR is the perfect solution which offers complete IVR solution without having to know anything about IVR yourself.
5. Quick upgrade and expansion
Hosted IVR offers facility to upgrade capacity of calls, or any other required feature quickly. One can also opt for using different technology for different kind of calls. For example, one may opt for VOIP for outbound calls while using TDM network for incoming calls by the customers. The best part is, one can change this kind for arrangement frequently as per requirement. With On-Premise IVR, one is stuck with the CTI board purchased as well as initial SRS ( System Requirement Specification) of IVR.
These kind of flexible features are available with IVR hosting and if one requires these facility, he might have invest a lot in different hardware alone!
So, it may be time for you to think about IVR hosting seriously!