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Genesys IVR makes life easy for your customers — and you

Modern IVRs keep track of context whether customers self-serve or shift to an agent

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Take a fresh look at your IVR

Many organizations still view IVR as little more than a way to reduce costs. But in doing so, they miss its real value — improved customer service. A well-designed interactive voice response system is fast, convenient and personalized. It drives customer satisfaction and saves time.

Think of IVR technology as the original bot — one that can connect with voicebots, microapps and back-end systems. And like the rest of your business ecosystem, it’s evolving. This evolution is happening in technologies like conversational IVR, which uses Natural Language Understanding (NLU), a type of speech recognition that lets a bot understand spoken requests.

Modern IVR systems eliminate slow, confusing and hierarchical menus in favor of data-backed journey options. This difference has a big impact on customer satisfaction. They’re still self‑serving and resolving issues within the IVR — but faster and more efficiently. You’ll see this blending of IVR, voice and bots in the modern Genesys system.

To maximize the potential benefits, choose a solution that takes advantage of innovations in AI, machine learning and NLU. Improve self-service with a solution that integrates into your current environment. Voicebots powered by artificial intelligence (AI) can turn pre-recorded messages into a powerful differentiator.

Tear down the walls around your business and make customers' lives easier

Power customer self-service through automation

Deliver personalized and predictive interactions. Use your data to drive journeys. Customers will gravitate toward a well-informed automated system for an effortless self-service experience.

Understand the importance of people

Automation only goes so far. Blend modern technology with assisted service to maximize benefits. Reduce the cost to serve, manage higher call volumes and improve customer experiences.

Leverage easy development tools

Make your application exactly what you need it to be. Build and deploy a simple, straightforward IVR or tackle the most complex applications. Easy-to-use tools give users more control over their IVR technology.

Genesys named a Leader in Gartner
2020 Magic Quadrant for CCaaS

Placed furthest for Completeness of Vision

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Raise your IVR expectations

Delivering great customer experiences is about simplifying and personalizing engagement. That means being able to understand the customer’s needs. Use what you know. Access relevant profile and business information, and use rules to customize the experience.

Tight ACD and business systems integration

The Genesys IVR solution is flexible. It’s built to integrate with your ACD and business systems. Build seamless self-service solutions using our prebuilt microapps and deliver standard services. Or use the IVR to pre-route for the ACD and then deliver your customer call to correct agent. Linked routing and IVR make it possible.

Get on board with conversational IVR

With the intuitive self-service of conversational IVR, your customers resolve issues faster. NLU and machine learning let callers interact with your system in a way that feels natural. Integrations with recognition vendors like Nuance enable understanding of complete phrases. Integrated dual-tone multi-frequency and speech-enabled options offer more ways to improve the experience.

Personalize your Genesys IVR to meet customer needs

Most IVR applications present customers with identical options, regardless of context. But customers want personalization. A customizable system lets you tailor messages, menus and treatments for individual customers. Set rules based on who the customer is, why they’re calling and the capacity of your contact center. This improves FCR, NPS and containment rates.

Leverage powerful pre-built microapps

Microapps ease implementation and integration to lines of business and CRM systems. This makes it simpler to complete tasks and support self-service. Choose from a wide range of pre-built microapps — some that are industry-specific — to customize your solution. You’ll reduce costs and improve NPS with fewer resource-intensive deployments.

"Improving IVR alone helped raise customer satisfaction and removed lots of unnecessary calls and expense."

Nicolas Wsevolojskoy

Director

Cielo

Read the customer story

Put your customers first and build your IVR around their needs

Visuals ease the caller burden

Visual IVR brings the power of easy touchscreen navigation to the smartphone. Give customers personalized menus, instead of making them remember a list of options..

Reduce security risks with touch-tone

Let your customers enter sensitive information without fear of being overheard. Touch-tone adds security during a self- or assisted-service payment transaction.

Optimize your caller engagement

Improve quality and lower costs using IVR, automation and AI. Deliver seamless experiences across voice, self- and assisted service. Customer satisfaction rises with a data-driven system.

Remove the three-point check

Modern tools let you identify and verify your customers in the IVR. Improve the customer experience and reduce your agent call time.

More IVR call center features

Artificial intelligence (AI)

Automated routing

Automatic Call Distribution (ACD)

Chat

Cloud security

Co-browse and screen share

Customer self-service

Inbound

Integrations and apps

Resources

Personalized IVR for Improved Customer Experience

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Genesys intelligent automation ts resource center en (002)

How the Intelligent Automation and the Genesys Voice Platform Work Together

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3 reasons you need to build an ecosystem

Three reasons you need to build an ecosystem for customer service, not a fragile “frankenstack”

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Blueprint for success

Design your solution

Boost customer satisfaction with a modern Interactive Voice Response system

Request a demo to see the Genesys IVR tool in action. Delight callers with an intuitive automated system that gets them where they need to go — quickly.

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Frequently Asked IVR Questions

What is interactive voice response?

IVR, or interactive voice response, is a technology that allows a computer to interact with humans through the use of voice applications…

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What is an ACD?

An automatic call distributor (ACD) is a telephony software system that answers incoming calls and routes…

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What about pricing?

Pick the perfect plan for your business – our flexible pricing is designed with you in mind…

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About Genesys

Every year, Genesys^® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service^℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud^™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility.

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Genesys IVR makes life easy for your customers — and you

Take a fresh look at your IVR