Articles on the ICT Industry in South Africa

The term IVR is short for Interactive Voice Response, which is a telephony technology that allows interaction between callers and a phone system to acquire or enter information into a database. More and more companies are turning to IVR to help reduce the cost of common sales, service, collections, inquiry and support calls to and from their company.

This paper outlines both the challenges of implementing Unified Communications applications and the actual benefits that current adopters experience. This paper presents very specific results that quantify both staff-time and out-of-pocket savings that users have experienced by implementing Unified Communications applications.