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Make interactions easy with IVR and customer self-service

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Give customers and employees effortless experiences

Don’t make your customers wait

Consumers expect 24/7 support. With interactive voice response (IVR) solutions, customers can reach out how they want, when they want. And they’ll always receive personalized support.

Reduce your agents’ workload

Automate requests with self-service options that reduce your contact center’s workload. When interactions need a live agent, transfer context to provide quicker resolutions.

Eliminate disjointed conversations

Customers want a comfortable experience, whether it’s with a human or bot. Easily escalate with full conversation context so customers don’t have to repeat themselves.

Mastering IVR with Genesys CX self-service tools

Build your IVR and self-service strategies around customer needs

Drag-and-drop flow builder

Create multilevel interaction flows and menus. Use predefined flows and reusable menus, or customize your own with a simple drag-and-drop flow builder. The system flags errors before publishing, making it easy and safe to use — even during peak business hours.

Omnichannel bot support

Save time and money by avoiding repetition. Manage and design your self-service flows from one app. Simply create a bot once and make it available across any channel — voice, web, SMS or messaging — automatically and with full context.

Speech enablement

Make your customer interactions as seamless as possible. Use automatic speech recognition for menus. Or use native and third-party natural language understanding (NLU) to increase accuracy.

Customer identification

Identify and verify your customers when they use self-service. Ensure they never have to repeat themselves, even when transferred to a live agent. Improve the customer experience and reduce your agent call time.

Personalized routing

Easily orchestrate interactions based on what you know about the customer. Optimize customer interactions over time based on their self-service preferences. Provide agents with context to personalize each interaction.

Open APIs

Leveraging public APIs lets you better manage and configure call flows, audio prompts and other data. Use a variety of flexible tools and integrations to create solutions that fit your needs.

Automated attendant and basic IVR

Choose the right self-service strategy. Configure basic voice menus and IVR apps if that’s all you need. Use touch-tone and speech prompts. Pass data to your ACD. And get the IVR reports you need.

Visual IVR

Give customers intuitive touchscreen navigation to complete or complement their voice interactions. Offer personalized menus instead of making customers remember listed options.

Adaptive IVR

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.

Make every self-service interaction feel personal

Customers feel understood and valued when interactions are more conversational. Genesys provides NLU and predictive AI capabilities that create experiences customers love.

Genesys IVR technology connects voicebots, reusable modules and back-end systems to resolve issues more efficiently. Using predictive routing, you can transition IVR or self-service interactions to the best agent, giving your customers faster resolutions. All interaction context passes to the agent, helping them better serve the customer.

35%

of organizations plan to automate up to half of human-led CX activity within the next two years

“2020 Global Customer Experience Benchmarking Report,” NTT

2023 Gartner® Magic Quadrant™ for Contact Center as a Service

Genesys named a Leader
– and positioned highest in execution

Get the Gartner report

Take the effort out of self-service

Delivering great customer experiences is about simplifying and personalizing engagements. Respond to customers faster and more proactively, while tailoring every interaction to customer preferences.

Ensure IVR conversations feel natural

Self-service should provide an easy customer experience. With Genesys IVR, you can use NLU voicebots to serve customers. Or, if human support is needed, you can route calls to an agent with full context.

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 improve experiences and resolve issues faster.

Elevate self-service customer interactions

Omnichannel is the new normal. Blending voice and digital channels is key to creating exceptional customer experiences. Let customers quickly transition from bots to skilled call center agents.

Carry over conversation context in real time, giving your support team the tools to do their jobs. Improve both customer and employee experiences by providing customer journey and CRM information.

Design IVR and self-service journeys with ease

Configure, design and manage self-service journeys without IT help. Create your IVR once and deploy across channels to provide on-demand self-service. A sophisticated toolset lets you personalize the experience for quick customer identification and resolution.

Tailor rules, messages, menus and multilingual flows based on who the customer is, why they’re calling and your contact center capacity. This improves FCR, Net Promoter Score and containment rates.

Leverage powerful pre-built apps

Delivering personalized self-service should be seamless. Create solutions using pre-built, multilingual apps — all of which are natively available from your contact center solution.

Get the advantages of continued innovation, greater agility and reduced costs. Reusable action menus save time and resources, giving you greater agility and reduced costs. Add new applications and bot technologies, as needed, without rethinking your business logic.

See what our customers have to say

The self-service capability has been a complete game changer for us. Not only did it help us regain the confidence of our customers, but it was our first breakthrough in demonstrating the ROI of the platform to the business teams.

— Nikhil Godbole, Head of Customer Service, Cleartrip

Read the story

Choose a modern self-service solution that works for your business

Genesys Cloud CX

Smart IVR and self-service interactions

Design omnichannel customer journeys with an intuitive drag-and-drop builder with the Genesys Cloud CX™ platform. Fuse AI, NLU and customer data to deliver more personalized experiences. Automate interactions to deliver greater value with cloud IVR and customer self-service solutions.

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Empower customers with automated self-service tools

Customers want to access information and solve problems on their own. Give them easy ways to get support anytime, on any channel. Self-service improves customer satisfaction as well as interaction routing and quality. Request a demo to see the Genesys IVR tool in action.

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Genesys Cloud CX

Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service^®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.