Interactive Voice Response

Interactive Voice Response (IVR) Software System

CXone Voice Self-Service
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CXone Call Center Software

Reduce cost-per-call with our interactive voice response (IVR) system

NICE inContact CXone Interactive Voice Response (IVR) 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. And, your administrators will like that the IVR system is easy to configure and maintain in a visual interface, Studio, that facilitates making changes in minutes, not days or weeks.
Automate
Offer automatic call back to your customers
Choose
Freedom to choose between agent or self-service
Integrate
Fully integrated IVR system with CXone ACD
Centralize
Consolidate IVRs into one IVR system across multiple contact centers
Streamline
Enable faster IVR system changes
Interactive Voice Response (IVR) Features
Fully integrated with CXone ACD
Our automatic contact distributor (ACD) and IVR software were built natively and use the same platform. Don’t settle for repeatedly asking customers to provide an account number, phone number, or other information, just because your IVR software can’t share collected data with the ACD.
  • Automated speech recognition
  • Text-to-speech in multiple languages
  • Less hassle and frustration
  • ACD and IVR system on same platform

 

Centralized IVR System
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
  • Leverage the cloud to deploy a consolidated IVR system
  • Easy to use across multiple contact centers

 

Quickly update your IVR
It’s a snap to make routine updates to your IVR 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.
  • No complicated updates
  • No IT team required
  • inContact Studio allows users to make their own updates

 

Integrate 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 or any custom built solution. Our IVR system lets you access all of your customer data at the click of a button.
  • Easily access customer data
  • Out-of-the-box integrations

 

What our Customers Say
"By using the CXone IVR to create self-service options that answer callers’ most common questions, we reduced queue times by 10 seconds, improved agent utilization and decreased handle time.”

Joseph Patrick
System Administrator for the Valvoline Support Center Valvoline

What is Interactive Voice Response (IVR) Software?
Interactive Voice Response or IVR system is a technology that allows computers to interact with humans through voice commands and key inputs. IVRs give customers a self-service option to complete steps on their own instead of waiting for an agent. An IVR system is especially important when call volumes are high or when agents are unable to field calls for some reason. Using an IVR system to automate routine tasks such as repetitive customer data collection will not only shorten call handling times, but also free up your valuable agent resources for higher value interactions. And, offloading routine tasks to an IVR system makes your agents happy.

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