Customer-oriented companies that want to offer proactive and personalized services to their customers profit the most from outbound IVR solutions. Outbound IVR enables enterprises to anticipate customer needs, act before frustrating situations arise, optimize processes and improve utilization of valuable agent capacity.

Outbound IVR not only is an economic communication channel but also allows for the realization of measurable cost savings.

Examples:

• Reduction of "no-shows" due to systematic reminders
• Prompt reaction and comfortable actions in response to notifications – "Today we were not able to handover your parcel, would you like to set a new delivery date?"
• Avoid customer calls to the contact center in case of needs through pro-active notifications
• Payment reminders and collection of new bank account data in case of charge backs
• Inform a large number of customers within short time and without additional agent capacity

Voice hosting offers companies the possibility to start quickly, without initial investment into technical infrastructures and the corresponding maintenance and support effort. All our solutions are available as hosted service or on premise. This way prospects can try out new services right away without investments into technology and know-how.

Here you can find some examples for clever outbound IVR applications:

• Customer surveys
• Processing of callback requests and automated call routing to agents
• Welcome new customers
• Information about product news
• Notification about product availability
• Notifications about incidents
• Order confirmation
• Emergency notification
• Event reminder
• Payment reminder

PEARL is  Europe's largest mail-order company for computer software and related equipment. The company uses an Excelsis voice portal and an outbound IVR solution.

• Health care: Outbound IVR for automated collection of patient's medical data. The system calls asthma patients and stores their peak flow results on a daily basis.
• Telecommunications: Outbound IVR for automated customer surveys. The system calls customers that agreed on participating in a short survey after their request was processed.
• Trade: Outbound IVR for processing of callback requests. The system calls customers, determines the status (answering machine etc.) and transfers the call to an available agent.
• Cable network providers: Outbound IVR for automated customer surveys, centralised control and automated processing of large numbers of calls, Software as a Service model.
• Mobile telephony: Outbound IVR for payment reminders. The system calls customers in the event of charge-backs and collects new bank account data if necessary.
• Consumer goods: Outbound IVR for notifications of product availability. If a product becomes available, which was out of stock before, the customer receives a notification.