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IVR, or interactive voice response, is a technology that allows a computer to interact with humans through the use of voice applications or through a telephone keypad. IVRs give users a menu of automated prompts from which they can select. IVR allows customers to interact with a company’s host system to service their own inquiries by following the IVR dialogue. IVR solutions can also place outbound calls to deliver or gather information for appointments, past due bills and other time-sensitive events.
IVR is essential to any modern call center and is used in various industries and verticals. IVR systems support the foundation of contact center routing, which saves customers and agents valuable time. Not only do IVRs save time, they also lead to increased customer satisfaction because they allow self-service support to be available 24/7. They’re also convenient for customers, as many prefer IVR over live agents for simple tasks like tracking shipments or refilling prescriptions.
Legacy IVR solutions often have struggled to deliver a personalized and journey-specific customer experience. However, companies can leverage customer information to adapt the experience using Genesys self-service solutions. Personalizing the IVR experience through simplified menu options and processes reduces overall customer effort.
Download the executive brief and learn how to make self-service IVR the foundation of your omnichannel strategy.