inContact IVR
Intelligent Call Flows Made Easy with IVR software
Take control of your call flow modifications and customer experiences with IVR Software.
Interactive Voice Response (IVR) is an effective way to reduce costs and improve customer satisfaction. A well-designed IVR enables your callers to quickly get the results they need, whether it be through self-service or live-agent assistance.
inContact IVR™ offers a robust drag-and-drop utility to create specialized call flows. Our on demand call center software allows you to do it yourself or engage our Professional Services team.
inContact Interactive Voice Response (IVR) and Automatic Call Distributor (ACD) are both customizable through a common development interface, inControl™. As a result, you can count on seamless integration from our IVR to our ACD, ensuring that the caller is placed into the appropriate queue.
Call Center Software Benefits:
- True multi-tenant environment to fit your specific needs
- Remain in Control: inContact customers have access to a drag-and-drop programming tool, inControl, enabling you to control exactly how you want the IVR system to handle inbound calls. Multiple handling paths can be created to support one or more switched or toll-free numbers.
- Supplement your existing phone system: With our advanced inContact IVR, you don’t need to change a thing. As a hosted service, inContact is a “no-impact” add-on to your existing PBX or phone system. Your ten-digit phone numbers are simply re-pointed to “ring” into inContact, where the calls are answered and managed according to the rules you have created.
inContact IVR and ACD are both customizable through a common development interface, inControl™. As a result, you can count on seamless integration from our IVR to our ACD, ensuring that the caller is placed into the appropriate queue.
- Manage and create your own call flows and routing sequences with a simple drag-and-drop interface
- Create greater efficiency and reduce operational costs in your contact center by utilizing customer self-service
- Remain in Control: inContact customers have access to a drag-and-drop programming tool, inControl, enabling you to control exactly how you want the IVR system to handle inbound calls. Multiple handling paths can be created to support one or more switched or toll-free numbers.
- Supplement your existing phone system: With our advanced inContact IVR, you don’t need to change a thing. As a hosted service, inContact is a “no-impact” add-on to your existing PBX or phone system. Your ten-digit phone numbers are simply re-pointed to “ring” into inContact, where the calls are answered and managed according to the rules you have created.
A variety of CTI options are available so your IVR application can query external database systems. You can configure inContact IVR in many different ways, including:
- Basic menuing by department, category or need
- Self-service that allows your customers to verify a payment, ensure a shipment is on its way or update their account information without ever speaking to an agent
- Speech recognition allows your customer to speak their request instead of using a touchtone keypad
- Ability to transfer to phone numbers external to the ACD; inContact can send the call to any phone system you need
- Automated IVR uses the outbound capabilities of inContact to reach your customers with valuable information or classify customer needs
- Resources
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inControl Demo 
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