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An Outbound IVR is a contact center solution used to proactively distribute communications to customers. This technology allows an organization to automatically engage customers through multiple channels such as automated voice calls, SMS messages, email or social media posts using personalized notifications.
Outbound call centers using an outbound IVR system are different than predictive dialers or robo-calls. Telemarketing companies utilize predictive dialers to get in touch with as many end users as possible. Robo-calls are used to deliver a single message to a large number of end users. For instance, campaigns employ robo-calls during elections to place a massive number of calls to voters and play the identical message to all recipients.
Effective outbound IVR systems should enable the delivery of personalized customer experiences while effectively managing customer expectations. Genesys outbound IVR delivers personalized customer interactions by integrating with CRM systems. Leveraging the Genesys Customer Experience Platform enables a seamless integration with Inbound IVR and orchestrated routing capabilities to ensure every customer interaction contributes to a great experience.
Learn more about proactive outbound communications. Download the Outbound Engagement Playbook now!