IVR Evolution

IVR has been a major force is cost savings for most companies as they require fewer call center agents to handle customer interactions. However, they sometimes leave customers feeling frustrated especially with particularly complicated IVR systems. Since the advent of the Internet, some people have gone so far as to create websites to disseminate the code numbers and back doors to bypass many major companies' IVR systems so that customers can immediately connect to a call center employee. Fonolo has taken this concept a step further and created a web based system that works with companies to make IVR navigation easier and less painful for customers and customer service representatives alike.

Fonolo works with businesses to create maps of their IVR systems and then create web based portals for customers to use allowing them to pinpoint exactly where they want to go in the IVR menus. From the Fonolo website, a customer can search for participating companies, decide their particular destination and begin their call. Before the call begins, the customer enters a call-back number where they can be reached. The customer takes no part in the call as the Fonolo "Deep Dialing" technology navigates to the desired point in the menu. When the intended party is reached, Fonolo calls the previously entered customer contact number and connects the customer to the intended party. This should result in a much better calling experience for both the customer and the customer service representative.

Fonolo's service is free for customers with the cost being supported by participating companies. After an initial setup cost to map the IVR menus, companies only pay for phone minutes used during customer calls. This does not signal the end of IVR systems but rather a potential evolutionary step to more widespread use and improved customer experiences with the systems. This could even result in further cost savings as this technology could decrease customer service agents' time per call and lead to more situations where customers can resolve issues without ever needing to speak to live agents.