LiveVox Products | Voice
Interactive Voice Response (IVR)
Easily create IVR strategies that drive self-service, incorporate digital alternatives, and increase first call resolution with AI-enabled capabilities.
Key Benefits of LiveVox’s Interactive Voice Response
Optimize Self-Service Journeys
With 40+ IVR modules available, you can easily configure the entire customer journey and streamline workflow creation with simplified drag-and-drop modules.
Increase First Call Resolutions
Call qualifications, routing algorithms, and contextual data ensure customers are serviced quickly and effectively.
Enhance Customer Experience
Use AI to better understand customer intents and provide convenience with digital alternatives, wait-time features, and expanded self-service options.
Best Practice Video
Benefits of IVR-Triggered Messaging
Learn how contact centers are leveraging digital channels to drive self-service and improve CX.
“We’ve had a huge jump in efficiency because of our self-service options that LiveVox has made available to us. Before, we did not have a way for customers to make payments automatically or over the phone, especially after hours. Adding that in the call flow for LiveVox was a huge win for us because now we could take payments even when agents weren’t here.”
— COO, Financial Services
Source: Interviewed for the Total Economic Impact™ of LiveVox’s Contact Center Platform
LiveVox IVR In Action
Easy to Use IVR Designer
LiveVox’s powerful IVR builder provides an intuitive, drag, and drop interface with tools to optimize your customer experience and craft the ideal workflow:
- Leverage IVR templates built for industry best practices
- Expand self-service options with 40+ pre-built modules
- Use advanced modules to incorporate third-party applications.
Adaptable IVR Messaging
LiveVox’s modern IVR is nimble and adapts quickly to changes in your business with the ability to modify IVR messages on the fly:
- Upload your own recordings
- Use our multi-language Text to Speech (TTS)
- Access our library of professional voice talents
IVR + CRM = Easy Authentication
Quickly identify and authenticate callers with customer inputs and CRM data that can be passed on to agents enabling a streamlined experience:
- Customer profiles
- What transpired in the IVR
- Call, SMS, email, chat, and ticket history.
Skill-Based Intelligent Routing
Make intelligent routing and self-service decisions based on the customer’s profile and the information they input in the IVR to service customers effectively the first time:
- Match customers with appropriately skilled agents
- Give VIP customers priority within the hold queue
- Reconnect customers to the agent they engaged with.
Email and SMS Included
More than a voice solution, LiveVox’s IVR offers omnichannel capabilities, so you can incorporate Email and SMS into your workflow:
- Provide two-way messaging alternatives
- Send triggered SMS/Email alerts with self-service links
- Capture Email and SMS consent.
Integrate with 3rd-Party Applications
Our IVR is fully integrated with our native CRM and omnichannel capabilities and also offers the flexibility to integrate with third-party systems:
Easy integrations with our partner payment vendors
Seamlessly use APIs to connect existing systems and payment processors
Capture data to optimize IVR routing decisions and agent screen pops.
Using AI, you can better understand customer intents and help customers without human agents:
- Allow customers to interact with your systems in their own words
- Capture and analyze intents to make the journey easier and better for customers
- Solutions that fit your needs—Conversational IVR, chatbots, AI Virtual Agents
What is an Interactive Voice Response (IVR) System?
Interactive Voice Response (IVR) enables users to interact with a phone system through the use of voice commands and DTMF tones input using a keypad:
- IVR systems are able to direct users with pre-recorded or dynamically generated audio.
- IVR systems can handle large call volumes and are also used for outbound calling since they’re “smarter” than many predictive dialer systems.
IVR systems can be employed in a variety of ways:
- Mobile purchases
- Making payments
- Customer service
- Placing orders
- Managing utilities
- Travel info
- And more…
Note: an automated attendant is NOT an IVR. An IVR takes input, processes it, and returns a result, but an automated attendant is designed to route calls.
Benefits of an IVR System
1. Intelligent call routing
By integrating your IVR system with a unified CRM, you have the power to intelligently route calls based on the caller’s phone number:
- Users can automatically be directed to the last agent, high-value customers can be placed first in the queue, and specific language needs can be met by the right agents—among many other benefits.
- By optimizing intelligent routing to fit your customer’s journey, you can reduce abandon rates, decrease hold times, and offer tailored IVR callback options when volume is especially high.
2. Support for busy times and disaster recovery
IVR systems gives companies options for callers to self-serve and leave voice messages:
- Even during times of high demand, seasonal peak activity, or emergencies, an IVR supports the contact center by reducing pressure on your agents.
- Automating simple tasks is easy, such as common questions dealing with account info, order status updates, or payment due dates.
- A modern IVR system can ensure messages and menu options can be quickly and easily modified during peak times.
3. Improving the customer journey
Without the right planning, IVR systems might frustrate callers with complex and clunky designs:
- Today, IVRs are aligning with the customer journey, using clear messages that accurately reflect the company’s brand and deliver a powerful self-service tool for users.
- If a caller needs to talk with an agent, information collected in the IVR is seamlessly transferred and provided to the most appropriate agent to handle the interaction—improving productivity and reducing frustration for everyone.
- A well-built IVR with advanced speech recognition capabilities enables callers to self-serve outside of typical business hours 365 days a year.
- Using an IVR, you can create rules to route certain callers for faster service or specific needs.
- Priorities can be set based on customer status, amount of debt, or estimated vulnerability based on previous interactions.
Regular testing and tuning of the IVR is key to ensuring you continue to improve the customer journey, versus bottlenecking customers with a complicated or inefficient flow.
4. Measuring customer satisfaction
IVR surveys after each customer interaction help to provide accurate Customer Satisfaction (CSAT) scores that can be valuable to your business:
- These scores can help give you a sense of how individual agents are performing, according to customers.
- This is useful feedback when it comes to training or rewards programs.
- By making your on-hold experience more robust, you can improve customer satisfaction, plus reduce dropped calls and hang-ups at the same time.
5. Improving the agent experience
Routine calls and common questions are prime candidates for IVR routing:
- When callers are able to self-service by means of an IVR, you can free up your agents to handle more complex customer interactions across all your channels.
- Not only does this reduce the amount of repetitive “busy work” for your agents, it also can improve agent efficiency.
- By employing Text to Speech (TTS) in your outbound calls, an IVR enables you to offer welcome messages to customers, inform them about special offers, send reminders, or sometimes handle entire requests with no agent intervention.
- Other technology, like Automated Speech Recognition (ASR), helps the IVR comprehend the nature of a call with speed and accuracy.
- The IVR can either help to fulfill the request via customer self-service, or direct the call to a live agent and automatically provide all relevant customer information, eliminating the need for manual lookups.
An effective IVR system should allow decision-makers and managers to modify call flows and menus with ease, using customer feedback as a guide, or in case of an evolution in your strategic process. The right solution should give you the power to develop complex IVR flows, launch menus, create recordings, and more all through an easy-to-use, point-and-click interface.
How to Improve Self-Service Processes
1. Gather, analyze, and apply insights from data
Data that measures key metrics of your agent and customer experience is crucial for making improvements to your self-service process. But raw numbers alone aren’t enough—your IVR solution, and technology partner, should make it easy to glean insights from that data and then implement those learnings to fine-tune your system.
2. Learn from your agents at every step
Who are your best agents? They’re the ones who consistently deliver the best service to your customers, fulfilling requests with care, speed, and a personal touch. By observing these agents work, you can identify best practices and opportunities—specific to your business—that can help create an even better experience for your customers (and your agents).
3. Bring your best agents into the system design process
Are your best agents actively serving on project teams tasked with designing your self-service processes and flows? If not, you could be missing out on valuable insights from the people who are most familiar with the day-to-day needs and requests of your customers. They can also help monitor systems, test them, and give you insights into the behaviors of your customers.
4. Empower your agents to inform customers about self-service options
Make sure you take the time to train your agents on the types of self-service options available to your customers, the advantages of those alternatives, plus how and when best to make use of them. This way, your agents will be equipped to point customers in a helpful direction.
5. Unify your IVR with your CRM
By integrating the systems in your contact center, specifically connecting your IVR with your CRM, you can capture customer information during self-service and then deliver it to your agents to help provide a personalized touch to each interaction.
6. Listen to customer feedback
It’s important to hear customer comments when things go right. But it’s even more crucial to hear their input when interactions aren’t smooth or go off the rails entirely. By learning from the good and the bad, you’ll know what to continue doing in the future—and what you need to change or overhaul going forward.
7. Make it easy for your customers to reach your agents
Exceptional self-service isn’t just about helping your customers fulfill requests on their own. You must also ensure your customers can reach a live agent when they want or need one. To make this process quick and easy, offer the following capabilities:
- Ability for your customers to connect with an agent in your top-level IVR menu
- A clear path to exiting your IVR, mobile app, or chat window
- Phone numbers, email addresses, and contact links prominently displayed on your website and app
- Multiple channels to give customers more options and flexibility (voice, email, SMS, webchat, social media, etc.)
- Web forms that streamline the process for asking questions, sharing comments, and gathering other customer input
- Contact numbers and self-service alternatives posted in relevant online communities, such as social networks and forums
Be on the lookout for continuous improvement opportunities
As we mentioned before, gathering raw data about your self-service processes isn’t enough. You always need to be thinking about how best to apply the insights from those numbers. Ask yourself: why do your customers reach out to your business? Which types of interactions do you want to increase and which do you want to reduce?
Speech Recognition and Natural Language Processing (NLP)
By itself, the benefits of Speech Recognition seem limited these days. Yes, the technology enables customers to interact with your systems via voice—but it’s designed to recognize only a limited set of inputs of phrases.
In combination with NLP, however, you can offer more freedom and flexibility to your customers when they interact with your business:
- Together, Speech Recognition and Natural Language Processing (NLP) let customers communicate with your systems in their own words.
- Users aren’t restricted to a specific, pre-defined set of inputs or phrases.
- Not only can your systems recognize the user’s unique speech, it will also respond in a way that automatically learns over time.
NLP is the core technology behind today’s AI-enabled solutions, including conversational IVR, chatbots, and AI Virtual Agents:
- It creates a more natural dialogue between your customers and your systems
- Customers have the ability to interact freely when self-servicing
- Machine learning enables your system to get smarter the more it’s used
Implementing these two technologies together means your customers can quickly and easily reach the right self-service option—using their own words, instead of being forced to interact via touch-tone.
LiveVox Voice Capabilities
- Manual, Preview, and Human Call Initiator (HCI®)
- Human Text Initiator (HTI)
- Automated Dialing System
- Text to Speech
- Screen Pops
- Voicemail Management
- ACD with Dynamic Routing
- LCID and Answering Machine Detection
- Call and Screen Recording
- 3rd Party API Integration
- Secure Payment Capture
- Agent and Manager Chat
- Campaign and List Management
- Granular Outreach Restrictions
- Consent Management
- Content Library
- Quality Monitoring and Performance Reporting
- Unified CRM and WFO Functionality
- Agent Coaching
- CRM Integration
- Outbound Attempt Supervisor
Learn why leading contact centers chose LiveVox for their Omnichannel, CRM, AI, and Workforce Engagement Management solutions.
Frictionless Agent & Customer Experiences
Easily improve customer service and shift customer engagement between voice and digital channels while unifying all interaction history, customer profile information, and controls into a tailored agent desktop that improves effectiveness and speed.
One Unified Platform
All LiveVox contact center operations are accessed via a single, secure cloud-based platform, allowing for a seamless experience for agents, supervisors, and decision-makers.
Supplement rather than replace your existing systems of record and CRMs using our simplified API approach, so agents get up and running quickly.
Reduced Total Cost of Ownership
Drive performance and stay on top of security requirements with a TCO model that also avoids unnecessary technology, minimizes the need for costly professional services, and offloads security costs.
A Partnership You Can Trust
LiveVox contact center solutions will support your unique business goals with a continuously evolving platform, in-depth training, dedicated account managers, our Customer Care Team, and Business Consulting sessions.