Voice-Enabled Menu and DTMF Based Menu in IVR

Answering Services

Many phone answering service call centers prefer to have speech/voice enabled menus in Interactive Voice Response (IVR) systems and there are others who prefer to have Dual-Tone Multi-Frequency (DTMF) based menu systems. There are pros and cons associated with both systems in the phone answering service call centers; the businesses must make a suitable choice depending on their clients’ and customers’ needs.

Voice enabled IVR

The advantages are that it is much easier for the customers to say the answer or utter an option to the question asked by the call answering service, rather than typing the option on the keypad. For mobile users, this option is perfect. The menu options can be unlimited in this case, and the customers can also jump from option to option quite easily by just uttering words.

However, the customers must be sure not to speak in noisy conditions and when the network signals are low. If there are disturbances on lines, the call answering service will not be able to record and register what the customers are saying and hence the system too will not be able to act upon it.

DTMF based IVR

This option is perfect for landline users and for people who use hands-free for mobile. Today, a lot of people are aware of tone dialing and know the usage of IVR by pressing the right keys. DTMF signals do not get distorted and the response is also made faster.

However, this option may not be appropriate for the old people who have to shake and trembling fingers, as they might not be able to type the right keys in time.

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