Interactive Voice Response (IVR)

Interactive voice response (IVR) is a technology enabling people to communicate with a computer using use their voice or the keypad on their telephone. IVR systems are essential as the foundation of call routing within a modern contact centre. Contact centres use IVRs to service the needs of all types of verticals and industries, saving both agents and customers precious time.

What are the benefits of IVR?

• Customers making an enquiry are guided by the IVR to the answer to their question. The IVR facilitates the interaction between the customer and the company’s host system.
• Users are given a menu of prompts. The user makes a choice by speaking a response or using their keypad.
• IVR systems help businesses to manage time-sensitive events. For example, IVRs can make outbound calls following up on overdue bills or gathering information for appointments.
• Customers like the convenience of self-service support 24/7 and not having to talk to a person for simple tasks like getting a prescription refilled or tracking a shipment.

The Genesys IVR system difference

Genesys personalised self-service solutions using IVR are different because they use customer information for personalisation. This leads to simpler menu options, reducing the effort a customer needs to make. Legacy IVR systems lack this personalisation and journey-specific customer experience.

What should you look for when choosing an IVR?

• Your IVR should integrate with your CRM and have access to a customer’s history so it can give customers a seamless, personalised experience.
• The IVR should be able to contact your customers (using their preferred channel) to make proactive outbound communications.