Outbound IVR, also referred to as Proactive Notification, has become one of the most popular business solutions on the market today. Traditionally it was used for notification services, such as emergency and collections. Today’s Outbound IVR solutions offer a wider range of benefits, including enhancing customer relationships, reducing inbound interactions with live agents, and increasing revenues with compelling interactive outbound sales and marketing campaigns. By proactively contacting customers, companies can provide personalized, relevant and customer-specific information in a timely manner.

New research reveals the North American market for hosted outbound integrated voice response (IVR) services is set to more than double from an estimated $213 million in 2008 to $524 million by 2013. Outbound IVR is the next generation contact center technology used for automated, phone-based outbound communications. A recent report, “Hosted Speech and Outbound IVR Services”, explains that the global market is shifting towards a more personalized, directed method of enterprise communication with customers. At the same time, enterprises are looking for ways to maintain an increased level of communication with customers while controlling costs.

 Many businesses are leveraging outbound IVR to automatically notify their customers of various events and problems. Here are some of the ways your company might go about leveraging outbound IVR:

1. Doctors and dentists can utilize it to remind their patients of appointments. Educational institutions may report unexpected class or event cancellations by telephone. Pharmacies can alert customers of the need to refill prescriptions. Account holders at a bank or credit union could be notified by outbound IVR of fraud or security breaches.
2. Businesses often tailor their outbound calls to each individual recipient. This makes them much more useful than prerecorded messages, and ensures that the correct person is receiving an alert. For example, a physician might use this “template” for outbound IVR appointment notifications: “Hello [name], this is Dr. Smith’s office calling to remind you of your [time] o’clock appointment on [date]. Please 1 to connect to a representative with any questions or concerns… Press 2 to repeat this message.”
3. Companies can utilize outbound IVR to let customers know about specials or bundled package offerings and might even offer a free gift, such as an IPOD, to customers that “press 1” to be connected to a representative to sign-up for the product or service.
4. Alumni groups can utilize outbound IVR to assist with their fundraising efforts.  outbound IVR can deliver their message to hundreds to thousands of members a day and allow them the option to donate via automated means or to be immediately be connected to a staff member to discuss donation options.
5. A hospital can utilize outbound IVR to contact their nursing staff in order to find volunteers for shifts that need to be covered.  Perhaps the outgoing message might offer a bonus to those who volunteer for particular shifts and allow them to confirm that they will cover a shift by “pressing 1” or they can be connected to a manager’s voicemail.
6. Outbound IVR services can be used to help reduce pressure on customer service agents and provide a service that would not be economically viable otherwise. An example of this is when alerting customers of flight delays, which are time sensitive and require many calls to be made in a short time period. Transactions can be carried out entirely via an IVR system which reduces the need for customer service personnel; this could include checking a bank balance, flight details or paying a bill. The call is routed back to a customer service agent only when the customer needs further assistance therefore enabling agents to spend their time speaking with customers that need their help or have more complex inquiries

Outbound IVR isn’t only about providing alerts and notifications. It can also be used to carry out polls, surveys, and other interactive procedures. For example, some television stations have used it to ask viewers about local issues, then broadcast the results during their news programs. Contacting clients manually or sending notifications by mail is far more expensive and takes much longer to accomplish. Outbound IVR is the most effective and affordable way to contact a large number of people with individually customized messages. This is why so many companies are leveraging outbound IVR to great benefit.