Help Your Customers Help Themselves with Powerful IVR Applications.
IVR systems remain an efficient tool for routine inbound inquiries, as well as common outbound notifications like appointment reminders. You can also use an IVR system to collect customer responses and facilitate two-way dialogues.
CCS IVR solutions, CCS Advanced Voice Portal and Customer Experience Platform, can be used to create highly customized IVR applications around specific business cases. The result of automating these everyday customer interactions is quick and easy customer access to the right information at the right time.
Automated Speech Recognition For Conversational IVR Communication
Automated Speech Recognition (ASR) takes IVR systems to the next level. Gather customer information and match it with data from your CRM and back-office systems to deliver personalized, conversational service.
Speech technologies eliminate constraints dictated by standard touch-tone IVR applications and deliver a better experience, while increasing customer adoption of voice self-service. CCS offers ASR solutions in most languages along with voice biometrics for reassuring voice authentication.
IVR and Contact Center Continuity
When IVR interactions require agent assistance to resolve a more complex issue, CCS IVR solutions route the customer to the appropriate agent without missing a beat.
A real-time contextual preview of customer data and interactions up until that point empowers agents to be truly helpful and productive while reducing customer stress levels.
IVR — On-premises in the Cloud or Both — You Choose!
CCS Advanced Voice Portal (AVP) provides a powerful, 100% standards-based platform for deploying IVR applications on-premises, in The CCS Cloud or via hybrid deployment.
Our CCS CXP platform not only enables IVR, but additional channels as well so the contact center’s self-service capabilities are almost limitless.
What is an IVR System?
Historically, Interactive Voice Response (IVR) systems have used pre-recorded voice prompts and menus to present information and options to callers, and touch-tone telephone keypad entry to gather responses. Modern IVR systems also enable input and responses to be gathered via spoken words with voice recognition.
IVR systems enable users to retrieve information including bank balances, flight schedules, product details, order status, movie show times, and more from any telephone. Adding to their inbound call handling capabilities, IVR systems are increasingly being used to place outbound calls for tasks such as delivering or gathering information for appointments, past due bills, and other time critical events and activities.