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IVR stands for Interactive Voice Response. Using IVR, user can interact with an application via telephone. Users can give response to the system through DTMF and voice. System gives response to the user through audio text (recorded voice), TTS, e-mail, fax or short message.

2Share Hosted IVR

Hosted IVR is an IVR that is implemented and operated by one company and used by different companies for their IVR applications. Hosting platforms offering ‘IVR services’ are nowadays of the most effective and efficient solutions demonstrating how IaaS (Infrastructure-as-a-Service) and SaaS (Software-as-a-Service) offerings play a crucial role in developing corporate operations while controlling the CAPEX and OPEX in areas, i.e. ‘contact center’ operations, that have proven great success to corporations when outsourced.

The advantages and value to clients from the solution/platform offered by 2Share (Emerging Technology) extend far beyond those of the traditional model of IVR systems by making available and bundling a wider range of functionality and services to include and offer: 800/9200 numbers, Speech Recognition capabilities, etc., anywhere and anytime…

Why ‘Hosted IVR’? Hosted Vs. Non-hosted

Security: With hosted IVR solution, the security is managed by a group of trained
   professionals. With non-hosted systems, the security is the customer’s responsibility.

Redundancy: Hosted system is fully redundant and fault tolerant. Non-hosted system will
   have responsibility of the customer to setup redundant system.

Backups: With hosted system, backups and data recovery is managed by group of trained
  professionals. With non-hosted solutions, backups and data recovery is the responsibility of
  the customer.

Maintenance: With Hosted IVR system, all maintenance including bug fixes, security
  updates, etc. are managed by a group of IT Professionals. With non-hosted systems, all
  software and system maintenance is the responsibility of the customer. A common case is
  the reluctance of customers running their own IVR systems with unspecialized staff to do
  required upgrades due to fear of malfunctions and out-of-service.

Installation: A non-issue with Hosted IVR’s. With non-hosted solutions, installing of the software is the responsibility of the customer and often very challenging.

Feature Upgrades: Most software companies are continuously upgrading their products.
  With Hosted IVR systems these upgrades are managed and released by the vendor. The code
  lies in one place making it easy. With non-hosted systems, the responsibility falls on the
  customer.

Initial Cost: Hosted IVR systems have a low entry cost. Non-hosted platforms have a high
  entry cost. Also the time spent installing, configuring, and customizing non-hosted systems is
  significant, which costs customers a lot.

Time: With hosted systems, the customer does not need to spend any time researching,
  maintaining, or implementing hardware or software. Non-hosted systems on the other hand
  are just the opposite.

Support: Hosted IVR systems come with unlimited support. Ironically, most non-hosted
   systems require more support and it is often less available or only available for a fee.
 

 

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