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Make your IVR solution compatible with advanced features such as natural language processing.
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Optimise your contact centre operations
Reduce your customer effort score with an efficient IVR solution.
Instantly identify callers from their phone numbers with ID tracking.
Enable secure payments during interactions with virtual or human agents.
Deploy NLU-powered conversational AI for more accurate automated qualification and more capable virtual agents.
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Orchestrate your interactions with customers on any voice or digital channel.
Our 24+ years of natural language understanding (NLU) experience drive AI innovations that facilitate natural conversations with your customers.
Easy integration with the latest AI technology from Google and IBM enables you to assemble the most effective set of tools for your contact centre.
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IVR stands for Interactive Voice Response. It’s an interactive automated in-call menu that guides callers through a series of voice prompts or touch-tone keypad selections. IVR systems are commonly used in call centres to optimise call distribution and route callers to the appropriate department or agent, gather information, or provide self-service options. Specific types of IVR include Visual IVR, where a visual interface is provided for customers, and payment IVR which is specifically for making secure automated payments.
Typically, customers calling a contact centre connect straight away to the IVR, though at very high call volumes there may be a brief hold time first. When a caller reaches the IVR system, they are prompted to select from a menu or give verbal answers to voice prompts. Based on the caller’s input the IVR system will offer additional options, route the call to an appropriate agent or provide relevant information or services.
An IVR helpline number is a phone number that connects to a dedicated automated IVR designed to provide assistance or information on a specific topic or service.
As IVR systems are automated they can offer self-service options outside of contact centre opening times on the same phone number customers know and trust. They also optimise the use of agent time by improving routing and deflecting some customers to self-service touchpoints or automated information announcements.
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