IVR Solutions

This section of our technical library presents information and documentation relating to IVR Development and custom IVR software and products. Business phone systems and toll free answering systems (generally 800 numbers and their equivalent) are very popular for service and sales organizations, allowing customers and prospects to call your organization anywhere in the country. The PACER and WIZARD IVR System is just one of many DSC call center phone system features..

What is IVR Software?. An Interactive Voice Response (IVR) processes inbound phone calls, plays recorded messages including information extracted from databases and the internet, and potentially routes calls to either inhouse service agents or transfers the caller to an outside extension.

Contact DSC today. to learn more about our IVR services and IVR application development software.

WASHINGTON -- The Internal Revenue Service provided taxpayers with "effective and improved access" to its toll-free telephone system during the 2004 tax filing season, a new report said, Dow Jones reported Tuesday.

In fact, the report, by the Treasury Inspector General for Tax Administration, said surveys of callers to the system during the 2004 tax season found that "the vast majority" of customers were satisfied with the services they received.

It said an improved taxpayer experience in calling the IRS toll-free telephone system during the 2004 tax season was evident in many of the measures the IRS uses to monitor its call center operations.

The report said callers were able to connect with the IRS more easily; callers wanting to speak with a customer service representative received better service; and measures associated with the speed of handling calls showed improvement.

Still, the report said opportunities exist to further enhance the taxpayer experience in calling the IRS for assistance. The report also said the IRS needs a more effective and efficient methodology for forecasting demand for its toll-free service and scheduling the resources to meet the forecasted demand.

-- NYSSCPA.org News Staff