- Fully integrated with our ACD software
- Automated Speech Recognition (ASR) and Text-to-Speech (TTS)
- Serve all your locations with one IVR Application
- Automatically call back customers who don’t want to wait
- Quick and easy to modify operating hours and holidays
- Pull in essential customer data from CRMs like Salesforce
Our IVR (Interactive Voice Response) software reduces your cost per call by letting customers choose the type of help they want such as self-service or speaking to an agent. Not only will our IVR software free up your agents to handle more complex cases, but customers can quickly self-solve basic issues like bill pay, account inquiries, and more.
Our IVR technology is fully integrated with inContact ACD
If you’ve had the misfortune of using an ACD and IVR application that don’t play well together, you know how important tight integration can be. Our ACD and IVR software were built by us and use the same platform. Don’t settle for repeatedly requesting an account number, phone number, or other customer information, because your IVR can’t share collected data with the ACD. With inContact, our ACD and IVR are the same platform. They play very nicely together which means less frustration for you.
Automated Speech Recognition (ASR) and Text-to-Speech (TTS)
Our voice recognition software supports Automated Speech Recognition and Text-to-Speech in multiple languages.
All of your call center locations can use the same IVR technology
No matter where your teams are located, all of your customers can use the same interface with our cloud IVR. This unique technology ensures interactions are executed in a consistent manner, streamlining and improving each customer’s experience.
Automatic Call Back (included at no extra charge)
If a customer can’t wait in queue any longer, our automatic call back asks for their phone number, and our ACD automatically calls them back. We keep their place in line until your next agent is available.
You can also offer a scheduled callback within the IVR phone system. At the customer’s requested time, we will automatically route an outbound call to them via a qualified agent. Unlike other vendors, we don’t charge extra for this – you get it as part of our ACD software.
Our IVR application integrates with popular CRMs
Easily connect customer data with your call center by using our out-of-the-box CRM integrations. Pull in customer data from popular CRMs like Salesforce, Microsoft Dynamics CRM, Oracle RightNow or any custom built solution. Our IVR technology lets you access all of your customer data at the click of a button.
Easy to make changes
It’s a snap to make routine updates to your IVR phone system, like operating hours and holidays. Using an easy, menu-driven interface, make immediate changes to your operating hours, and your system will notify callers appropriately.
Complicated updates don’t require Professional Services or IT– our powerful design tool, inContact Studio, is designed so users can make their own updates. Your customers will benefit, because you’ll be able to quickly update your IVR when needed.
What is Interactive Voice Response (IVR)?
Interactive Voice Response software is a technology that allows computers to interact with humans through voice commands and key inputs. IVR systems give customers a self-service option to complete steps on their own instead of waiting for an agent. IVR is especially important when call volumes are high or when agents are unable to field calls for some reason.