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Customers expect your IVR system to be fast and convenient. They also want personalized, omnichannel self-service. Exceed their expectations with an IVR solution that drives optimal journeys to increase efficiency and deliver better business results.
Turn your IVR into a competitive differentiator. Gain the advantage of a simple, easy-to-use IVR platform that reduces customer frustrations and eliminates wasted agent productivity. Get unparalleled flexibility of deployment options, management choices and tools to rapidly adapt to business needs and make changes on the fly. Integrate with your CRM system and other backend systems to provide personalization and carry context from other channels into the experience. With true omnichannel support, your customers win and so do you.
Your IVR solution should give customers what they need, when they need it. By delivering personalized and predictive interactions, customers will gravitate to self-service in your IVR. Enable them to access information like account status, bill payments and other common requests for effortless self-service. The result is an improved self-service experience that builds strong customer relationships.
When live assistance is needed, collect information that ensures customers are routed to the optimal agent based on skills or expertise, IVR choices, wait time, or other criteria. And make hold music a thing of the past—a callback option to request a call from the first available agent means your customers never have to wait on hold.
Reducing cost and providing a better customer experience requires flexibility and insights. With Genesys, build and deploy a simple, straightforward IVR or tackle the most sophisticated and complex applications. Create menus of predefined or custom actions. And use the included library of prompts—available in many languages right “out of the box,” or record your own through a web interface. The result is increased automation rates and first call resolutions that directly correlate to cost savings and improved customer experience.
Give business users greater control over IVR applications to make quick updates and changes. With intuitive drag-and-drop or point-and-click selections, updates are made in seconds, including prompts for emergency messages, updating menus and more.
Measure and understand customer journeys through the IVR with relevant and easy-to-use analytics. Access deep insights into successes and, more importantly, failures with callers to guide proactive, data-driven changes. Use business-centric reports to identify changes in caller requests or behavior and make updates that increase the success of your IVR application.
The apps enabled the rapid deployment of personalized, dynamic IVR with 70% less effort than traditional development approaches. Genesys has also given us a toolbox that allows us to react to changing market conditions and be proactive in making changes to the IVR.
Wim De Groeve Operations and Organization Manager