Inbound Interactive Voice Response

Improve the caller experience and deliver unmatched customer service

Genesys Inbound IVR Solution


Nothing is worse for a brand than an inconsistent customer experience, and yet nothing sets a brand apart than one that consistently delivers a delightful customer experience. Your IVR is a critical component of the overall customer experience with your company – so let’s start there.

With the Genesys Inbound IVR solution, you can:

  • Put your business users in control of your IVR
  • Design and build sophisticated, speech-enabled IVR flows
  • Leverage your CRM to personalize the customer experience
  • Analyze call interaction to drive continuous improvement
  • Seamlessly integrate with Genesys Premier Virtual Contact Center

Genesys Cloud IVR can deliver a personalized customer interaction by integrating pre-built CRM connectors for Salesforce.com, Zendesk, Microsoft Dynamics, Oracle Rightnow or any cloud-accessible database.

Running on the Genesys Voice Platform (GVP), you can take advantage of a best in class enterprise voice platform with an easy to use, point and click interface.

Business Solutions

The most common IVR applications Genesys implements include:

  • Payments
  • Prepaid Debit Card administration
  • Account balance and administration
  • Order line & order status
  • Automated ticket/case creation
  • Surveys

Cloud IVR Features

  • Web-based IVR development tool and platform
  • Multilingual speech recognition and text-to-speech
  • On-demand global phone number provisioning
  • Call recording
  • Voice biometrics
  • SMS confirmations
  • Embedded BI Analytics platform
  • Location-based services
  • Natural language processing
  • Name and address capture
  • Real-Time transcription

The Genesys Inbound IVR Advantage:

  • Speed

    The flexible cloud-based Genesys CX Platformenables fast setup with templates and pre-built applications allowing inbound IVR conversational flows, or applications, to be built and deployed in minutes and complex IVRs to be stood up in days.

  • Ease-of-Use

    Award-winning, on-demand CX Builder is the  unique Genesys point-and-click tool that makes building, deploying, and managing inbound IVR applications fast and easy.

  • Insight

    Actionable data from CX Analytics provides deep insight into your IVR application’s customer interactions to drive strategic business decisions for iterative improvements to your IVR applications.

  • Secure & Reliable

    Genesys Cloud self-service solutions are PCI level 1 compliant, HIPAA compliant and SSAE 16 audited with multiple geographically dispersed data centers and a 99.999% uptime SLA.

For more information on Genesys Inbound IVR, download the Inbound IVR datasheet.

What is IVR?