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When choosing an Interactive Voice Response (IVR) system for your business, you generally have one of two options: on-premise (in-house) or hosted. What is the difference? On-premise On-premise Interactive Voice Response Systems gives a business owner a greater sense of ownership. The system is located in the same location as the business offering more control over the system itself. It allows for more flexibility during call transfers and implementation and it is easy to make changes to call flows, recorded announcements, management reports etc. Recurring costs regarding operation and maintenance is lower than that of hosted IVRs. However, just like any operating system, an IVR isn't something you can buy and simply forget about. Naturally, it comes with its own set of disadvantages. On–premise IVRs require a large initial capital investment – you will have to cover the insurance costs as well. You will require the help of experts when the need for upgrades or major changes arises, but also to handle the day-to-day maintenance. You will also have to source your own voice talent for recorded messages. Hosted Hosted Interactive Voice Response Systems are provided by a third party – like Integrat Mobile Aggregation Services in South Africa – who offers their technology, infrastructure and management expertise to serve the IVR needs of their customers. Starting with the cost to set up the service, it is substantially lower than that of an on–premise IVR because you are making use of the established tools and technology of the host. Depending on the host, you will be charged for the service on a monthly basis without ever owning it. You don’t have to worry about maintenance and upgrades; however it also means that you don’t have control over the scheduled changes. You will have less trouble with the call handling capacity of the system and 24/7 availability is usually part of the package. If for any reason you decide you don’t require the service anymore (it wasn't what you expected/ your closing shop) you can simply terminate your contract with the host. But if you bought an on-premise Interactive Voice Response system you will be throwing money down the drain. Both On-premise and Hosted IVRs have their advantages and disadvantages. It is ultimately up to your business needs and requirements to pick the option best suited to your needs. Thalia Brüssow is a copywriter for the WASP Integrat Mobile Aggregation Services who specializes in Interactive Voice Response, a freelance journalist and also works with online reputation management and social media in South Africa.
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IVR service, Interactive Voice Response, Integrat South Africa,
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