Outbound - Interactive voice messaging (IVM):

Voice broadcasting is as old as Demonsthenes, the ancient Greek orator (about 384 - 322 BC), who was able to rally people to attack another country with his eloquence. We are fairly certain that Demonsthenes did not use either a public address system or a telephone to help deliver his words, but we do know that he used his voice to get the message out.

Voice broadcasting has been used for many years in the US with a great deal of success. Telsolutions are building on that success here in the UK. Our experience will enable you to use a proven distribution channel to maximise your response and keep your costs to a minimum. The power of a voice message has not diminished to this day. There is immediacy to a voice message that cannot be conveyed in a written note, and the speaker can infuse the message with impact through voice tone. A voice message to season ticket holders from your football club’s teams Manager is far more impressive than a renewal reminder via email or letter, and a voice announcement from your favourite band about their new Album release is certainly more fun than simply reading it in a magazine.

Internal communications
Voice messaging can be a valuable communication tool that allows you to ‘push’ voice messages at any time to your staffs mobile, office or home telephone number. The caller can have options within the call to interact with the message again using their telephone key-pad. Alternatively a ‘Hot-Key’ can connect the recipient to a call centre or IVR unit. Different messages can be played for Live answer or answer-machines. Text to speech now enables us to play unique messages and to personalise the calls.

Applications include:

• Emergency alerts
• New IVR message available
• Welcome new staff
• Information retrieval reminders
• IT updates
• Weather warnings
• Christmas greetings
• Staff motivation calls/target updates
  

Key Benefits of Voice messaging

Speed of delivery:
Unlike traditional print IVM is an extremely effective medium for delivering large amounts of information quickly. We have the ability to deliver in excess of 100,000 calls per hour making it a valuable tool in emergency situations. IVM can be used as part of a blended service for example to support a mailing by calling attention to the mailing just before it is received. Direct mail programs supported by IVM to “announce” the mailing have shown uplift of as much as 100 percent in response to the mailing.

Cost:
The cost of using IVM is a fraction of the cost of a live outbound call and typically much less than direct mail. Much of the business in this market is simply replacing highly repetitive work done by outbound call centers. Taking the labour out through automation makes the applications much more predictable in terms of cost.

Other benefits:
In addition to cost IVM exhibits a series of features that will allow it to become a viable element of the customer communications strategy, these are;

• The consumer experiences a high quality message, of which he/she is in control (unlike a live telesales representative or predictive dialler nuisance).
• In emergency situations (disaster or product recall etc) a large broadcast can be initiated very quickly.
• The medium is instant and live - results can be viewed live and amendments made during the broadcast. 
• A full audit trail confirms delivery/non delivery. You can even see how long the recipient listened to your message.
• IVM also gives the opportunity to use a familiar company spokesperson or voice talent.
• The process allows the person receiving the call to connect to a live operator by simply pressing a key on their telephone key-pad.
• Scripts can be built which asks a series of questions and records the answers, making it ideal for surveys.
• Legislation protecting the rights of the consumer not to be contacted unless contact is requested.