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Interactive Voice Response Gets a Makeover WebForPhone, which has been providing IVR (interactive voice response) services to businesses since 2000, is expanding its offerings to include SMS support both to and from telephones. Most people are familiar with IVR technology that allows them to call a business’s toll free number in order to “talk” to a computer that is capable of understanding what is being said. In this way, customers don’t have to push a bunch of buttons to get the information they want. At the same time, common questions can be answered without taking up a customer representative’s time. In addition, IVR allows the computer system to better route the call so the right department can field the call. Integrating SMS with the technology takes the same idea a step further. With SMS, customers can simply dial a five digit number and their identification number. They can then inquire about the information needed, such as the status of their account. One area where the technology may be particularly beneficial is in the Health insurance field, where a caller can send an SMS to find out which medical providers are covered under the plan. The customer only needs to send information such as his or her card number and name, the city and state, and the area of specialization required. The customer service representative then sends back an SMS providing a list of covered healthcare specialists. On the other hand, a medical provider can send the patient’s information via SMS in order to check on insurance coverage before beginning a procedure. Using SMS to meet the same needs as IVR is a less expensive alternative for businesses. In addition, it takes advantage of the popularity SMS messaging has already gained and it is quick and simple to use – making it a great area to be further explored. The Messaging Centre offers everything you need to setup a browser-based SMS messaging facility. Take a FREE NO OBLIGATION TRIAL NOW. Also please feel free to look at more useful information about SMS. Enjoying Premium Rated SMS Messages |
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