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Outbound IVR

An Outbound IVR is a call centre solution used to proactively distribute communications to customers. Outbound IVR technology can be personalised, and sent through a variety of channels. Personalised notifications can be sent as:

  • SMS messages
  • Emails
  • Social media posts
  • Automated voice calls

Is an outbound IVR the same as predictive diallers or robo-calls?

Outbound IVR systems used in call centres are different from predictive diallers and robo-calls. That’s because good outbound IVR systems use CRM integration to deliver personalised customer experiences. In comparison, robo-calls deliver the same message to a large number of recipients (for example during an election campaign). Predictive diallers are used by telemarketing companies to contact as many end users as possible.

What makes an outbound IVR system effective?

For an outbound IVR system to be effective, it needs to deliver personalised communications to customers through their preferred channel. Genesys’s outbound IVR makes personalisation possible by integrating with your CRM system. We can also seamlessly integrate with your inbound IVR by using the Genesys Customer Experience Platform to deliver a positive customer experience.

 

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Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

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