From IVR to IVVR/ITR – Empowering Next Generation Voice and Video Services

Triton Global Hosted IVR ServiceInteractive Voice Response (IVR) is a telephony technology that allows interaction from callers who respond to IVR prompts by voice response or pressing touch tone digits. The IVR can automatically respond with pre-recorded audio to further direct callers how to proceed and can be engineered to support any function that can be broken down into a series of menu choices.

Legacy Interactive Voice Response (IVR) systems came into prominence during the 1980’s and since then have become ubiquitous. The systems allowed enterprises to create a multitude of self-help telephony applications and automated responses which resulted in major cost savings and more consistent service and support. The systems scale well and can handle large call volumes.

More recently the IVR has evolved to Interactive Voice and Video Response (IVVR) which also allows automated video content and video calling.

IVVR systems therefore add a total new dimension to the IVR providing the ability to deploy dynamic or static video information to the caller and provides a wide range of benefits including:

  • Simplifying the user interface and user experience on mobile devices
  • Allowing more complex tasks which are limited by audio only systems
  • Permitting video on hold for contact centers
  • Rapid deployment of revenue generating voice and video services

IVVR systems are generally considered easier to use than mobile browser applications on video-enabled mobile phones, and they are also usually perceived as being faster. The reason for this is because IVVR user interfaces are based on standard DTMF tones and/or speech enablement, which are often easier to manage than the traditional point-and-click or text-based interfaces that mobile browser applications use.

Another compelling reason to use IVVR systems on video-enabled mobile phones is that IVVR systems do not require the installation of special software on the mobile phone. Mobile browsers, on the other hand, require the installation of the mobile browser application itself, as well as the installation of special plug-ins that enables the browser to make use of certain websites and video formats.

Video is here to stay and will grow exponentially over the coming years. Enterprises that embrace and implement video as part of their customer engagement, service and support will see dramatic improvements in service and customer satisfaction, as well as significant reductions in costs. To achieve these results service providers need to find those tasks for which video is a better solution or a natural extension of their current service offering.

Over the past few years Triton Global has substantially upgraded the infrastructure on its private coast to coast network Fastrack Global Billing Networks. A key component of Fastrack’s upgraded infrastructure is carrier grade IVVR application servers that empower rapid design, development and deployment of revenue generating value, adding voice (IVR) video (IVVR) Text/SMS (ITR) and Unstructured Supplementary Service Data (USSD) services in SIP/IMS next generation networks and traditional TDM networks.

You can learn more about what this cutting-edge technology can do to empower your business by visiting our Hosted IVR/IVVR Services page or contacting our sales team direct.