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Industries That Should Not Live Without IVRS

I am trying to list out Industries that should and must use IVRS. Also this write-up can serve as list of target industries by an salesman working in a IVRS Company! I don’t have to repeat the importance of identifying your target market and finding out potential market in this article in a competitive market that we are living now a days! I have tried to accumulate as many industrial sectors as I could get by googling/yahooing, still I must have missed out some sectors. I would be very delighted and happy add them here with proper source!

Here goes the list:-

1. Customer Service

General Information – Provide General Information to Customers including Hours of Operations, Mailing Address, Driving Directions, Employee Directory, Services Information, etc
Reminders – Remind Customers of Appointments, Late Bills, upcoming events, fund raising efforts, general information
Order Processing – Allow Customers to place order over the telephone automated
Credit Card Processing – Allow Customers to pay bills via the telephone
Customer Survey – Survey Customers to provide better customer services
Bill Collection – Remind Residents of Late Payments due, and provide automated Payment service

2. Value Added Services
Ring Tone Services – Allow Callers to Download Ringtones to the Mobile Phone
Lottery – Allow Callers to play the lottery through their phone
Ring Back Services – Allow Callers to Choose their RingBack tone that will be used when callers dial their number
Horoscope – Allow Callers to listen to their Horoscope when they dial to IVR.
Music Messaging – Allow Callers to Dedicate a Music Message to their Loved Ones, Friends, etc
Dating – Allow Callers to Listen to Dating Profiles, and Chat Live with other People
Chatting – Allow One on One Chatting, or Conferencing amongst many people together(Sports Chat, Political Chat, Current Events Chat, etc)
News – Provide Up to date News to the Callers
Weather – Provide the Current Weather Service to Callers
Voice SMS – Provide a Facility for Callers to Record a Message and forward the Message to the Requested Party. This can be an interesting IVR application.
Quiz – Provide an Telephonic Quiz and give winners a prize

3. Airlines / Railways / Bus & other Transportation/Port
General Information – Provide Information about Services, Rates and Specials Offered
Schedule Information – Provide up to date Information about Train/Place/Bus Arrival And Departure Information
Bookings – Taking Ticket Bookings for Train/Plane/Bus
Complaint Booking – Allow Customers to File a Service/Billing Complaint so that it is Traceable and Accountable
Survey – Allows Customers to provide Service/Products/Suggestion Feedback
Call Routing – Route Calls to the proper person/department

4. Telephone Companies Both Mobile and Landline Operators
Bill Collection – Remind Residents of Late Payments due, and provide automated Payment service
New Number Notification – Notify Callers that the Phone Number has been changed, and play out the New Number
Number Change Notification – Notify Callers that a Phone Number has been changed
Complaint Booking – Allow Customers to File a Service/Billing Complaint so that it is Traceable and Accountable
Survey – Allows Customers to provide Service/Products/Suggestion Feedback

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5. Police & Parking
Traffic ticket service – Allow Violators to pay Traffic Tickets over the phone
Parking – Allow Callers to pay Meter Parking through the Phone/Parking availability.
Notification – Notify Community of Suspicious Individuals or Warnings, Traffic Update.

6. Automotive Industry
Car Status – Provide Status of Car to Vehicle Owners, so they know if the vehicle is ready or not
Dealer Information – Provider Dealer Hours, pricing and other information
Payment – Allow Customers to pay bills over the telephone to reduce time when picking up the vehicle

7. Travel Industry
Special/Deals – Let Callers know about Special travel Deals and services
Hotel Booking – Provide ability to callers to Book their Hotel Reservations through the phone
Hotel Location Service – For a Multi-Chain of Hotels, provide the nearest hotel information based on the state/zip code

8. Emergency Services
Emergency Notification – Call Residents to inform them about an Emergency (Rioting, Traffic Jam, Bomb Blast, Snow, Tornado, storms etc.)
Ambulance – Accident Notification, Ambulance, Fire Brigade

9. Political Campaigns
Candidate Awareness – Broadcast Candidate Information to the community for name identification, and Voting Information. IVR will dial out numbers and announce about candidate.
Mailer Notification – Notify Recipients that Mailers have been sent out, and look out in the mail for it
Survey – Allows Voters to let candidates know what are the most important issues to them.

10. Education
Notice – Notify Parents for Child Absentees, School Closings, upcoming events
Student Information – Provide information on upcoming events, Homework info, School Closings, etc
Parent Information – Provide information on Upcoming Events, Child’s Homework, Leave messages for teachers, Student Grades, Test Schedules etc
Surveying – Provide Survey’s on the quality of the teachers, cafeteria, bus service, etc

11. Consumer Products
Recall Information – Allow Information about Product Recall
Shipment Status – Allow customer to find information about Shipments
Product Registration – Allow Automated Registration of Products

12. Human Resources
Employee Satisfaction – Provide Surveys to Employees to better motivate employees
Benefits – Provide Automated Benefit Information
Employee Time Clock – For Employees working on the go, allow them to clock in/out via telephone.
Employee Screening & Recruiting – Perform Initial Candidate Interviews for job screening

13. Call Center/Contact center
IVRS is the building block of a call center and contact center!
Provide Automated Account/Company Information to Callers to reduce calls to live Agents.
Call Center Routing – Route calls to the proper Call Center Agents based on Customer Requirements
Employee Screening – Perform Initial Candidate Interviews for job screening
Customer Satisfaction Surveys – Survey Patients for Quality Assesment and Increase Customer Satisfaction

14. Banking sector
Tele-Banking – Allow Customers to Securely access their Account Details, Transfer Funds, etc
Card Enablement – Allow Customers to Enable their Bank, Check, Credit Cards Securely and Automated
Bank Information – Provide Bank Information to Customers including Hours, Services Provided and Locations, etc
Call Routing – Route Calls to the proper person/department within a Bank/Office

15. Health care
Medical Transcription Services – Allows Doctors to Record Transcriptions, which can later be listened to and documented by a Medical Transcribe
Automated Prescription Filling – Allows Pharmacies to allow for automated prescription filling services for patients
Patient Reminders – Remind patients of upcoming appointments or to take their medicine on time
Off Hours Auto Attendant – Provide Emergency Information for Patients off hours when the office is closed.
Patient Surveys – Survey Patients for Quality Assesment and Increase Customer Satisfaction
Bill Collection – Remind Residents of Late Payments due, and provide automated Payment service

16. ISP/Cable TV Operators
Bill Collection – Remind Subscribers of Late Payments due, and provide automated Payment service
Complaint Booking – Allow Customers to File a Service/Billing Complaint so that it is Traceable and Accountable
Service Notice : Notifying subscribers of new services/schemes

17. FM Radio
– Allow Callers to Listen to the Radio through the Phone
– Surveys – Allow callers to participate in surveys and voting

18. Any Large Enterprise having large clientele
Complaint Booking – Allow Customers to File a Service/Billing Complaint so that it is Traceable and Accountable
Call Routing – Route Calls to the proper person/department

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{ 1 comment… add one }
  • Abhishek October 23, 2008, 4:10 am

    One Suggestion to use IVRS :
    We can provide Movie information on IVRS. There can two informations as following :
    1. In a city, in cinemahalls, which movie is currently there ?
    2. At every Friday or Saturday, we can provide Film sameeksha on IVRS.

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