 cess the required information within the IVR, format a report, and send it out to a specific fax machine. E-Mailed Reports. Audio Reporting Mailbox: Certain variables may be moni- tored within an application. This information can be stored in a spoken format in a particular Voice Mailbox where it can be retrieved on a regular basis. For example, you may call into your system to find out how many callers used it on the previous day. IVR Implementation The ease of accessing information through an IVR is directly related to the ease of accessing the database from a PC. If one 178 ® The Telecom Handbook CHAPTER 8 needs to go through several different menus and screens to get to the desired information, the IVR application will probably be set up with the same number of menus or levels. If possible, clean up the ease of access to your databases before implementing the IVR. If callers are going to use the application, it is important to keep it as simple as possible. What are the reasons for implementing an IVR system? Here are a few from Call Center Magazine (www.callcenter magazine.com): Cost: IVR is more cost effective than people. If well designed, it does not waste time, does not need time off and will an- swer calls on weekends and holidays without extra pay. Ending Repetitive No-Brainer Calls: Requests for bank balances, order status and credit limits are the types of calls that IVR can and should handle. The idea is not to totally eliminate people, but rather to keep them free to handle the more complicated inquiries. 24-Hour Customer Service: The advantage is that callers can get an immediate answer to their questions, 24 hours a day, 7 days a week. During business hours there is no need to wait on hold to obtain basic information. Proof of Transactions: IVR provides an audit trail for or- ders and the distribution of information. As Fax-on-Demand continues to develop, this will become more apparent to the customers of companies using IVR. Bank statements, trans- action receipts, order confirmations and invoi