Spokn AI

AI Speech Analytics to understand the 'why' behind every call

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Our products > Features > Interactive Voice Response Software for Contact Centres

Call Centre IVR System

The easy way to design, build, and adapt your business’s IVR system to meet your needs, in real-time

Inbound IVR

Interactive Voice Response (IVR)

Empower your customers with self-service options and optimise your inbound call experience with our industry-leading Interactive Voice Response (IVR) solutions. Leverage the power of natural language processing to create intuitive IVR menus that understand customer requests, even when phrased in natural language. For broader accessibility, integrate traditional dual-tone multi-frequency (DTMF) selection for keypad navigation. This empowers customers to resolve routine inquiries independently or be seamlessly routed to the most qualified live agent, reducing wait times and boosting satisfaction.

22%

reduction in handling time

29%

increase in first contact resolution

36%

reduction in calls needing team members involved

Make building IVRs easier

IVR journeys that work for you, and your customer

Our drag and drop IVR builder creates better, more efficient customer journeys in minutes. Use detailed insights to continually refine the IVR experience, and get customers to where they want to go more quickly.

High demand? Automatically route customers to your digital channels

Use advanced branching logic and set up rules to help manage you customer demand. So when inbound call volumes are high, automatically offer customers alternative digital channels to get in contact.

Empower self-serve

Help customers take matters into their own hands, day or night, whether they’re requesting a callback, choosing marketing preferences, or making a payment.

Reduce the cost of every call

Speed up the DPA process and reduce the cost of every call by automatically identifying and verifying customers before they speak with your teams. Route customers to the right agent first time, every time.

IVRs make excellent customer service effortless

See our IVR system in action

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IVR FAQs

  • What is an IVR?
    Interactive Voice Response (IVR) lets customers interact with your contact centre without waiting for an agent. Instead, they respond to digital voice messages. IVR makes it easy to route customers to the right team, person or option, or it can entirely automate routine tasks like taking payments.
  • How does an IVR work?
    IVR successfully delivers the best customer experience through out-of-hours talking voice messages, APIs that trigger auto-responses and text-to-speech to notify customers of account specifics or delivery.
  • What are the benefits of IVR in a call centre?
    There are many benefits that are vital to customer call centres from an increase in first contact resolution and customer service team efficiency to a reduction in operational costs.

Download our inbound customer engagement brochure

Discover how Max Contact’s IVR functionality can help you.

See IVR in action

Request a customised demo for you and your organisation.

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