On-demand IVR

Interactive Voice Response (IVR) is a great way to reduce costs and improve customer satisfaction. The inContact® on-demand IVR allows you to provide automated access to information and services your customers need. A well-designed IVR enables your callers to quickly get the results they require, whether it be through self-service or live-agent assistance.

Since inContact IVR is offered as an on-demand service, there is no expensive hardware to purchase, configure, and maintain.

When you utilize inContact IVR, you have the ability to create the call flow best suited to your business. We offer a robust drag-and-drop utility to create specialized call flows. You can do it yourself or engage our professional services team.

What is an on-demand IVR?

A traditional IVR solution requires hardware and telephone circuits in your facility. This means you need safe, secure real estate and well-trained professionals that maintain the equipment. The on-demand model lets you enjoy all the benefits of owning the IVR without having to provide “care and feeding” for the hardware. This helps you to focus on your customers without worrying about the equipment in the back room.

Can inContact IVR connect to my database?

Sure, inContact offers several connectivity models so your IVR application can interact with your corporate database. The inContact IVR system is capable of many advanced transaction processing tasks.

Why use an on-demand IVR?

When you deploy the inContact IVR, the impact will be felt throughout your business. From account inquiries to bill payment notifications to a business locator, a majority of customer calls can be handled through the IVR system to reduce the burden on agents, reserving their time for customers that have more detailed questions. Not only will you gain a competitive advantage, but your business will also be providing fast, accurate responses to customer inquiries at any time throughout the day.

How can the inContact IVR be configured?

inContact IVR is a robust yet easy-to-use technology. Its core building blocks include prompt playback, menuing, touch-tone capture, speech recognition, delivery to the inContact ACD, and transfers to external phone numbers. In addition to these core elements, there are over a hundred other actions that can be leveraged in the drag-and-drop designer to build solutions limited only by your imagination!

What is your role in system implementation?

The initial deployment for every new customer is performed by the inContact Professional Services team. Once you’ve been implemented, you can choose to maintain your own system or continue to use our Professional Services organization.