Interactive voice response (IVR) is a technology that allows a computer to interact with humans through the use of voice applications or by touch on a telephone keypad. IVR allows customers to interact with a company’s host system to service their own inquiries by following the IVR dialogue. IVR solutions also have the ability to place outbound calls to deliver or gather information for appointments, past due bills and other time-sensitive events.
Legacy IVR solutions have often struggled to deliver a personalized and journey-specific customer experience. However, Genesys self-service solutions enable companies to leverage customer information to adapt the experience. Personalizing the IVR experience through simplified menu options and processes reduced overall customer effort.
Download this eBook to learn how Genesys can help guide you to designing, developing and delivering a best-in-class IVR Platform.