IVR stands for “interactive voice response,” and is a technology that allows a computer to interact with humans through the use of voice applications or by touch on 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 also have the ability to place outbound calls to deliver or gather information for appointments, past due bills and other time-sensitive events.
An IVR is essential to any modern call center and can be–and are–used in all sorts of different industries and verticals. IVR systems help support the foundation of contact center routing, which saves both customers and agents valuable time. Not only do IVRs save time, but they also lead to increased customer satisfaction, as they allow for self-service support to be available 24/7. They’re also a great convenience for customers, as many prefer IVR over live agents for simple tasks like tracking shipments or getting prescription refills.
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.
IVR solutions should offer:
Download this ebook to learn how Genesys can help guide you to designing, developing and delivering a best-in-class IVR platform.