Interactive voice response
Simplify interactions with IVR solutions and customer self-service
Consumers expect 24/7 support. With cloud IVR solutions, customers can reach out how they want, when they want. And they’ll always receive personalized support.
Automate requests with self-service options that reduce your contact center’s workload. When interactions need a human agent, transfer context to provide quicker resolutions.
Customers want a comfortable experience, whether it’s with a human agent or a virtual agent. Easily escalate with full conversation context so customers don’t have to repeat themselves.
Delivering great customer experiences is about simplifying and personalizing engagements, from IVR to the human agent and beyond. Respond to customers faster and more proactively, while tailoring every interaction to customer preferences.
Self-service should provide an easy customer experience. With Genesys IVR software, you can use NLU voicebots to understand and handle customer calls. Or, if a more human touch is needed, you can route calls to the right agent with full context to continue a seamless journey.
Integrations with recognition engines like Nuance and Google Contact Center AI enable understanding of complete phrases. Integrated dual-tone, multifrequency and speech-enabled options offer more ways to deliver better customer experiences and resolve issues faster.
Blending voice and digital channels is key to creating exceptional customer experiences. Let customers quickly transition from bots to skilled call center agents, all within Genesys Cloud.
Carry over conversation context in real time, giving your customer support team the tools to do their jobs. Improve both customer and employee experiences by providing customer journey and CRM account information.
Configure, design and manage self-service journeys without IT help. Create your IVR once and deploy across channels to provide on-demand self-service. Sophisticated tools let you personalize the experience for quick customer identification and resolution.
Tailor rules, messages, IVR menus and multilingual flows based on who the customer is, why they’re calling and your contact center capacity. This improves first-contact resolution, Net Promoter Score and containment rates.
Delivering personalized self-service should be seamless. Create solutions using prebuilt, multilingual apps — all of which are natively available from your contact center solution.
Get the advantages of continued innovation, greater agility and reduced operational costs. Reusable action menus save time and resources, giving you greater agility and reduced operational costs. Add new applications and bot technologies, as needed, without rethinking your business logic.
Customers feel understood and valued when interactions are more conversational. Genesys provides NLU and predictive AI capabilities that create experiences customers love — meaning IVR is just the beginning of what you can provide a customer in need.
Genesys advanced cloud IVR technology connects voicebots, reusable modules and back-end systems to resolve issues more efficiently and holistically than a traditional IVR-only solution. Using predictive routing, you can transition IVR incoming calls or self-service interactions to the best agent, reducing customer wait times and speeding resolutions. All interaction context passes to the agent, helping them better serve the customer throughout their journey.
Create multilevel interaction flows and menus. Use predefined flows and reusable menu options, or customize your own with a simple drag-and-drop flow builder. The IVR system flags errors before publishing, making it easy and safe to use — even during peak business hours.
Save time and operational costs by avoiding repetition. Use one app to design and manage your self-service flows. Create a virtual agent once and make it available automatically on any channel — voice, web, SMS or messaging — with full context.
Make your customer interactions as seamless as possible. Use automatic voice recognition technology for menus so customers can navigate easily. Or you can use native and third-party natural language understanding (NLU) to increase accuracy.
Identify and verify your customers when they use self-service options. Ensure they never have to repeat themselves, even when transferred to a live agent. Improve customer satisfaction experience and reduce agent call time.
Easily orchestrate interactions, including call routing, based on knowledge of the customer. Optimize customer interactions over time based on their self-service preferences. Provide agents with context to personalize each interaction.
Leveraging public APIs lets you better manage and configure call flows, audio prompts and other data. The Genesys Cloud™ platform allows you to use a variety of flexible tools and integrations to create solutions that fit your needs.
Choose the right self-service strategy. Configure basic IVR voice options and IVR applications if that’s all you need. Use touch-tone and speech prompts. Pass data to your ACD. Get the advanced IVR reports needed.
Give customers intuitive touchscreen navigation to complete or complement their voice interactions. Offer personalized IVR menu options instead of making customers remember listed options.
Build self-service applications that dynamically adapt to a customer’s journey across channels. Resume existing transactions or trigger personalized sales, collections or retention campaigns — all in real time.
Customers want to access relevant information and solve problems on their own. Give them convenient ways to get customer support anytime, on any channel. Self-service improves customer satisfaction as well as interaction routing and quality. Request a demo to see how IVR is easy with the Genesys Cloud platform.
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自動音声応答装置（IVR）はテレフォニーテクノロジーの 1 つであり、顧客が音声または押しボタン式ダイアルを使用して、企業の電話システムと対話できるようにするためのものです。IVR の例としては、顧客が銀行に電話をかけたときの自動音声メニューなどがあります。例えば「口座の残高を確認するには 1 を、クレジットカード・サービスについてのお問い合わせは 2 を、カスタマーサービス担当者による案内をご希望の場合には 3 を押してください」といった案内がその例となります。
自動音声応答装置（IVR）システムは、「自動音声システム」または「音声応答装置」（VRU）と表現されることもあります。
IVR システムにはいくつかの利点があります。コール件数が多い場合に発信者を適切な部門またはオペレーターに転送し、24 時間 365 日体制で情報を提供します。顧客からのよくある問い合わせには、対応を自動化することで運用コストを削減し、オペレーターはより複雑な問題に対応することができます。
他のタイプの IVR と同様に、クラウド IVR を使用すると、顧客はヒューマンオペレーターの関与なしに、音声またはキーパッドを使用して電話システムとインタラクションできます。主な違いは、オンプレミスのコンピューターシステムではなく、クラウド上でホストされていることです。IVR インスタンスがクラウド上でホストされているため柔軟性が高く、ビジネスの規模が拡大しても、IVR インスタンスを拡張するための新しいハードウェアや機器を購入する必要がありません。
The main difference between an IVR system and a virtual agent is complexity. A standard IVR system is much simpler — it has a set of questions programmed in, and a set of answers to those questions. It asks those questions and, based on the answers, moves a customer through a workflow. But it doesn’t tend to adapt on the fly, and if it’s asked a question that it can’t answer, it simply passes the customer on to a human agent.
On the other hand, a virtual agent is a bit more adaptive and agile. A standard virtual agent has the ability to use AI to respond to questions that aren’t in the question tree, and to find answers that aren’t programmed in by a person. It’s not all-knowing, and like IVR a virtual agent will hand off an interaction to a person if things get outside its ability to answer. But a virtual agent simulates a conversation with a person in a much more natural way.
Conversational IVR sits between typical IVR and a virtual agent on the spectrum of complexity that it can handle. While normal IVR can only handle questions, answers and a customer journey that are pre-programmed, conversational IVR can go a bit farther. It uses conversational AI, machine learning and natural language processing or understanding to identify and comprehend new questions.
Conversational IVR may struggle more than a virtual agent to answer new questions, though. While both are AI-powered options, a virtual agent is infused with a bit more intelligence to fully simulate a person — where conversational IVR is just a more agile phone tree.
