IVR Bespoke IVR

An IVR system refers to the automatic voice intending to guide customers through a numerical number system, eventually to a solution to their problem or to an agent fit to deal with the specified call.

Customers do this by tapping in numbers on their phone’s keypad or speaking clearly into the handset. But whilst some companies vouch that it is a saviour for customer satisfaction, having the wrong solution for your business can result in quite the opposite.

IVR telephony has come under fire after a recent report by customer service firm Vocalabs, which stated that Apple, Dell and HP all have complaints regarding their IVR services.

Although, Dell and HP’s complaints were significantly reduced from the previous year, implying that the firms had worked on improving their IVR systems. It was Apple who received the most complaints, up 14% from the year before.

Most issues raised involved irrelevant or repetitive steps, or difficulty reaching an agent.

Top tips from Elitetele.com

We can work closely with you to offer your business a bespoke IVR system that ensures all calls are answered, and that customers are put through quickly and swiftly with no complaints about waiting times or faulty software.

We provide the following tips, before deciding and talking with us what your best solution can be it is vital that you think about the following;

Effective planning and analysing is the key to any successful IVR platform, do you have periods of high call volumes? If so we can help you plan for this.

Know what the purpose of your IVR system is – is it to eventually put them through to a specialised agent? Is it something that can be answered and dealt with by the IVR?



Know what you’re dealing with and how to deal with it – if you are dealing with more sensitive issues such as money or injury claims, offer to put them through to an agent straight away,

We don’t want to offer you customer’s too many options, not only will this annoy your callers by making them wait even further, some people just don’t have the mental capacity to remember nine fully-elaborated options.

If you're satisfied that we know what we're talking about, give us a call, and we can help find an IVR solution specifically for your business needs.

With complaints to their IVR system hitting an all time high, we have a look into what IVR is, and why it is essential that you have an efficient one in place.

If the old notion that the customer is always right is still in effect (and we think that it is) then Apple better do something about their

According to a tech support report by customer experience firm Vocalabs, 66 per cent of Apple customers said they were satisfied with the customer service call they had received.

HP and Dell followed close suit, with 51 per cent for HP and 49 per cent for Dell reporting call satisfaction. And whilst Apple customers further commented that the future looks bleak for and their triumph could be short lived, Dell and HP both scored higher on improving the success rate of their IVR system. 

If you’re asking yourself, well this is all well and good, but what is IVR? Then no fear, IVR is just a fancy-smancy abbreviated word for Interactive Voice Response, which is the automated voice you hear guiding you to the right options when you ring a customer service line.

In fact, 35 per cent of the customers surveyed claimed issues with Apple’s IVR, citing irrelevant or repetitive steps, or difficulty reaching an agent.

However, we think that considering the amount of problems Apple has had with their array of iPhones, iPods, Macs and world dominating robots, we can’t help but think the only reason why their customer call satisfaction is so high, is because they have had a significantly higher volume of customer calls. Agreed?

Top tips for IVR from Elitetele.com

Movers and shakers in the industry often debate whether an IVR is conflicting customers, stating that the average member of the public prefers to speak to a person on the other end, rather than an automated voice.

The only way to really think of an appropriate IVR service is to put yourself into the customers’ shoes (and to listen to what we tell you). From personal experience, we know that people don’t want to be shifting through five IVRs with nine options each time – because this takes time - therefore we think that with the right voicing and scripting, it is beneficial for you to have an appropriate IVR that feeds to an agent.

For those not telecom savvy, IVR is an automated computer telephony integration CTI system which allows businesses to create sometimes, unnecessarily complex menus. The caller can navigate through the menu by pressing their phone keys or delivering spoken commands.



 The point of an IVR solution is to make the phone call easier for your customer, and save them being passed between departments. It also benefits your business, meaning that you don’t have to pay for extra staff as the number of phone calls increase – it makes sure that 100% of calls are always answered, keeping your customers happy and your business, well, in business.

In fact, we've witnessed that most people don’t mind navigating their way through an (uncomplicated) IVR platform, as long as there is someone on the other end waiting to speak with them.

Elite Telecom offers bespoke IVR solutions to any business, compatible with your pbx phone system or even VoIP software. Our tips? Keep it short and sweet, allow your customers to choose the department they want and reward them with human interaction!

For more appropriate tips and advice, or if you think your company will benefit from an Elite IVR solution, contact us today to find out what we can offer you. You won’t regret it.

Friends and supporters of New York marathon runners this year will be able to track the progress and medical status of their loved ones via their mobile phones.

Plum Voice, an automated telephony solutions company have teamed up with New York Road Runners (NTRR) and announced their development of an Interactive Voice Response (IVR) application. The system works as spectators can call an 800 number; identifying the runner they are looking for by bib number or by name and receive an update on how they are doing. Thought to not only benefit friends and family, but also medical forces, Dr. Stuart Weiss Medical Director for the ING New York City Marathon and New York Road Runners said:

"How best to communicate the status of a runner to their family and friends in a clear and timely manner is a key goal for the medical team this year, we feel the IVR solution will contribute positively to those efforts".

Every year some 40,000 people enter the marathon from all over the world with hopes of completing the physical and sometimes emotional challenge. The innovative service will be tailored to all, with availability in six languages including English and Spanish.



“Plum Voice's hosted IVR services will support the Marathon's underlying data infrastructure by providing all the IVR technology and telecommunications to support large events like the ING New York City Marathon," said Andrew Kuan, chief executive officer of Plum Voice. "Because cell phones are ubiquitous, a voice application provides the easiest way for Marathon spectators to get information about a runner."

The event which takes place this weekend (7^th November) will see participant’s travel through all five New York City boroughs from Staten Island, over Brooklyn Bridge and on to Manhattan.

Your Wish, Our Command

With technology constantly growing at light speed, businesses now want more than ever which is why Elite have created Bespoke IVR (Interactive Voice Response). Tailored to your business needs, Bespoke IVR can offer professional voicing and scripting, network queuing – even visual IVR if that’s what you want! Recent studies have shown that many people would prefer visual menu options as opposed to spoken ones – which is why it pays to get Bespoke IVR!