Interactive Voice Response (IVR)

Personalized connections, fast and easy

Accelerate resolution, improve routing efficiency, and cut costs with voice self-service automation.
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Deliver faster service for happier customers.
Streamline handling and reduce costs

Improve First Contact Resolution (FCR) while reducing handle time with more accurate routing to the correct skill.

Accelerate resolution
Give customers service at the speed they want and accelerated issue resolution with 24x7 self-service.
Boost engagement
Offer more responsive and personalized service, including proactive callback and seamless transfer to an agent with full context.
Make changes in minutes, not weeks
Simplify deployment across locations and make updates with ease.
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Cloud-native IVR that’s ACD integrated and easy to use.

As part of a unified platform, CXone Interactive Voice Response (IVR) is fully integrated with the Automatic Call Distributor and boosted with specialized AI that’s purpose-built for optimal customer experiences. Use our powerful easy-to-use design tool, Studio, to visually create intelligent, data-directed routing that’s quick and efficient - every time.

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CXone IVR delivers more with less.
Power customer self-service to new levels with conversational AI-powered chatbots and IVR that deliver a seamless, highly personalized, and vastly superior customer experience, end to end.
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CXone IVR delivers more with less.
Power customer self-service to new levels with conversational AI-powered chatbots and IVR that deliver a seamless, highly personalized, and vastly superior customer experience, end to end.
Watch demo
Michigan DHHS Powers Up Services to Residents.

See how the State of Michigan Department of Health and Human Services consolidated self-service options in the IVR across its 14 contact centers with great success.

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AI and Automation that delivers customer satisfaction.
By leveraging natural speech to collect caller information and determine optimal handling and applying AI purpose-built for a consistent and optimal customer experience. CXone IVR delivers unbeatable customer satisfaction. Centralized administration is complemented by a fully unified, cloud-native platform to build intelligent data-directed and AI powered routing, so you can resolve customer calls quickly and efficiently – every time.
Integrated and unified
Cloud-native and fully integrated with the ACD, CXone IVR leverages many forms of input to collect caller information and applies AI to make the right connections.
Personalized service options
Supports touch tone (DTMF), Advanced Speech Recognition (ASR), Text-to-Speech (TTS) and Speech-to-Text (STT) transcription.
Turn on a dime
Quick-turn with out-of-the-box CRM and database integrations and easy-to-use visual routing design – no programming experience necessary.
Accuracy and Visibility
Monitor IVR performance with regular reporting while continually improving routing accuracy with extensive, flexible rules.
“Incorporating self-service options in the CXone IVR was a major objective of this project. And it’s working. Especially regarding ease of use, we’re seeing progress: ‘Satisfied’ and ‘very satisfied’ responses combined are in the 40s, very consistently. We [DHHS Leadership and MiECC] are pleased with that, as government systems often get low marks due to upset callers.”
Adam Yusko
Application Development Associate Manager State of Michigan Dept. of Health and Human Services
Related Resources
Case Studies

Pfizer improves agent experience through a consolidated IVR

Pfizer is a multinational pharmaceutical and biotechnology corporation.

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Datasheets

CXone Self-Service Analytics

Identify patterns that impact call containment.

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Case Studies

Auckland Council Takes the Customer and Agent Experience to the Next Level with CXone

Auckland Council’s focus on providing an outstanding customer experience was hampered by the on-premises contact centre system it was using through a telco provider. Updates needed to be made by a third party which was expensive and time-consuming. The system also didn’t support IVR self-service options or digital channels such as email or chat.

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Resource Library
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