Simplify interactions with IVR solutions and customer self-service
Consumers expect 24/7 support. With cloud IVR solutions, customers can reach out how they want, when they want. And they’ll always receive personalized support.
Automate requests with self-service options that reduce your contact center’s workload. When interactions need a human agent, transfer context to provide quicker resolutions.
Customers want a comfortable experience, whether it’s with a human agent or a virtual agent. Easily escalate with full conversation context so customers don’t have to repeat themselves.
Delivering great customer experiences is about simplifying and personalizing engagements, from IVR to the human agent and beyond. Respond to customers faster and more proactively, while tailoring every interaction to customer preferences.
Self-service should provide an easy customer experience. With Genesys IVR software, you can use NLU voicebots to understand and handle customer calls. Or, if a more human touch is needed, you can route calls to the right agent with full context to continue a seamless journey.
Integrations with recognition engines like Nuance and Google Contact Center AI enable understanding of complete phrases. Integrated dual-tone, multifrequency and speech-enabled options offer more ways to deliver better customer experiences and resolve issues faster.
Blending voice and digital channels is key to creating exceptional customer experiences. Let customers quickly transition from bots to skilled call center agents, all within Genesys Cloud.
Carry over conversation context in real time, giving your customer support team the tools to do their jobs. Improve both customer and employee experiences by providing customer journey and CRM account information.
Configure, design and manage self-service journeys without IT help. Create your IVR once and deploy across channels to provide on-demand self-service. Sophisticated tools let you personalize the experience for quick customer identification and resolution.
Tailor rules, messages, IVR menus and multilingual flows based on who the customer is, why they’re calling and your contact center capacity. This improves first-contact resolution, Net Promoter Score and containment rates.
Delivering personalized self-service should be seamless. Create solutions using prebuilt, multilingual apps — all of which are natively available from your contact center solution.
Get the advantages of continued innovation, greater agility and reduced operational costs. Reusable action menus save time and resources, giving you greater agility and reduced operational costs. Add new applications and bot technologies, as needed, without rethinking your business logic.
Customers feel understood and valued when interactions are more conversational. Genesys provides NLU and predictive AI capabilities that create experiences customers love — meaning IVR is just the beginning of what you can provide a customer in need.
Genesys advanced cloud IVR technology connects voicebots, reusable modules and back-end systems to resolve issues more efficiently and holistically than a traditional IVR-only solution. Using predictive routing, you can transition IVR incoming calls or self-service interactions to the best agent, reducing customer wait times and speeding resolutions. All interaction context passes to the agent, helping them better serve the customer throughout their journey.
Create multilevel interaction flows and menus. Use predefined flows and reusable menu options, or customize your own with a simple drag-and-drop flow builder. The IVR system flags errors before publishing, making it easy and safe to use — even during peak business hours.
Save time and operational costs by avoiding repetition. Use one app to design and manage your self-service flows. Create a virtual agent once and make it available automatically on any channel — voice, web, SMS or messaging — with full context.
Make your customer interactions as seamless as possible. Use automatic voice recognition technology for menus so customers can navigate easily. Or you can use native and third-party natural language understanding (NLU) to increase accuracy.
Identify and verify your customers when they use self-service options. Ensure they never have to repeat themselves, even when transferred to a live agent. Improve customer satisfaction experience and reduce agent call time.
Easily orchestrate interactions, including call routing, based on knowledge of the customer. Optimize customer interactions over time based on their self-service preferences. Provide agents with context to personalize each interaction.
Leveraging public APIs lets you better manage and configure call flows, audio prompts and other data. The Genesys Cloud™ platform allows you to use a variety of flexible tools and integrations to create solutions that fit your needs.
Choose the right self-service strategy. Configure basic IVR voice options and IVR applications if that’s all you need. Use touch-tone and speech prompts. Pass data to your ACD. Get the advanced IVR reports needed.
Give customers intuitive touchscreen navigation to complete or complement their voice interactions. Offer personalized IVR menu options instead of making customers remember listed options.
Build self-service applications that dynamically adapt to a customer’s journey across channels. Resume existing transactions or trigger personalized sales, collections or retention campaigns — all in real time.
Customers want to access relevant information and solve problems on their own. Give them convenient ways to get customer support anytime, on any channel. Self-service improves customer satisfaction as well as interaction routing and quality. Request a demo to see how IVR is easy with the Genesys Cloud platform.
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Interactive voice response (IVR) is a telephony technology that allows customers to interact with a company’s phone system via voice or touch-tone dialing. An example of IVR could be when a customer calls a bank and is greeted by an automated voice menu that says, “Press 1 for account balance; Press 2 for credit card services; Press 3 to speak with a customer service representative,” and so on.
Another term for an interactive voice response system can be “automated voice system” or “voice response unit” (VRU).
IVR systems provide several advantages. They can handle high call volumes, route callers to the appropriate department or agent, provide information 24/7, and help reduce operational costs by automating routine customer inquiries – allowing agents to handle more complex issues.
Like any other type of IVR, cloud IVR allows a customer to interact with your phone system via voice or their keypad, without a human agent’s involvement. The primary difference is that it’s hosted on the cloud, rather than on an on-premises computer system. Hosting an IVR instance on the cloud allows for greater flexibility — as your business scales, you won’t need to purchase new hardware and equipment to scale your IVR instance along with it.
The main difference between an IVR system and a virtual agent is complexity. A standard IVR system is much simpler — it has a set of questions programmed in, and a set of answers to those questions. It asks those questions and, based on the answers, moves a customer through a workflow. But it doesn’t tend to adapt on the fly, and if it’s asked a question that it can’t answer, it simply passes the customer on to a human agent.
On the other hand, a virtual agent is a bit more adaptive and agile. A standard virtual agent has the ability to use AI to respond to questions that aren’t in the question tree, and to find answers that aren’t programmed in by a person. It’s not all-knowing, and like IVR a virtual agent will hand off an interaction to a person if things get outside its ability to answer. But a virtual agent simulates a conversation with a person in a much more natural way.
Conversational IVR sits between typical IVR and a virtual agent on the spectrum of complexity that it can handle. While normal IVR can only handle questions, answers and a customer journey that are pre-programmed, conversational IVR can go a bit farther. It uses conversational AI, machine learning and natural language processing or understanding to identify and comprehend new questions.
Conversational IVR may struggle more than a virtual agent to answer new questions, though. While both are AI-powered options, a virtual agent is infused with a bit more intelligence to fully simulate a person — where conversational IVR is just a more agile phone tree.
