Interactive Voice Response (IVR)

CXone Voice Self-Service
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Accelerate resolution, improve routing and cut costs with our interactive voice response (IVR)

CXone Interactive Voice Response (IVR) is voice self-service that accelerates resolution, improves routing and cuts costs with automation. It leverages natural speech to collect caller information and determine optimal handling for an improved customer experience. CXone IVR offers centralized administration enabling immediate response to dynamic business conditions and customer journey optimization. As part of a unified cloud-native platform, CXone IVR is fully integrated with the Automatic Contact Distributor (ACD) and uses the same powerful easy-to-use visual design tool (Studio) to build intelligent data-directed routing that ensures customer calls are resolved quickly and efficiently – every time.


Streamline
Streamline handling and reduce costs with partial or full automation
Deliver
Deliver faster service for happier customers: Accelerate resolution with 24x7 self-service
Boost
Boost engagement for happier agents: Swap mundane tasks for more challenging, high-value work
Simplify
Simplify deployment across locations and make updates with ease
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

 

NICE inContact CXone with Artificial Intelligence (AI) Self-Service Bots and IVR
Artificial Intelligence (AI) has the promise to deliver the seamless experience that your customers now expect. This short video highlights how advances in AI and automation are powering customer self-service to new levels with conversational AI-powered chat bots and IVR that deliver a seamless, highly personalized and vastly superior customer experience from end to end.
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

Nextgear Capital testimonial
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.