WHEN INTERACTIVE voice response (IVR) technology was introduced at telemarketing call centers in the 1980s it created an economic revolution. Costs were cut significantly because many inbound calls previously handled by live agents could now be automated.
Since then, speech recognition steadily has evolved from providing simple routing and directory assistance to intricate voice-messaging systems. More recently, speech recognition has become alphanumeric and conversation-based, allowing companies to wring further savings from their call center operations.
Outbound alerts, the next generation of IVR technology, offer applications well beyond menu-driven customer service. Think of outbound alerts as proactive IVR. Instead of waiting for a customer to call you at $2, $4 or $6 a pop, you call that customer at a fraction of the cost
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