Intelligent IVR

Improvements in IVR systems often come in the form of better work flows and more accurate menus for customers, but the new intelligent IVR system from Convergys looks to put a new spin on progress. The inbound IVR system offers intelligent self-service meaning that the system not only routes a caller to the proper menu item, but also creates a profile of the items he or she chooses along the way in order to better assist in resolving the issue at that time and, if necessary, in the future. Furthermore, the system uses saved profile information to better identify a caller and therefore offer more personalized and customized assistance. The result of the improved system is a projected 20% reduction in call handling times while giving a 20% increase in call containment all translating into a cost savings for the business.

The intelligent system also offers improvements to outbound IVR through intelligent notification. The system can leverage customer information and common inquiries to proactively contact customers immediately when a problem arises rather than having to wait for the customer to initiate contact regarding a service issue. This strategy can result in cost savings through a 20% reduction in the number of inbound customer calls. Furthermore, the system can be used to better acquire new customers while using customer profiles to retain current customers or even win-back lost customers. All told, the intelligent IVR system promises improvement in the two most vital aspects of IVR evolution: cost savings and improved customer service.