Integrated IVR

Recent research suggests that more customized and customer focused IVR systems result in improved service and experience for users. Integration of customer profile information into the IVR system can make for a much more personalized customer experience. InVox has integrated this concept into their recently announced cloud telephony offering. In addition to creating an online user interface for the IVR workflow design, the system is capable of using customer specific data to customize and enhance the IVR menus and on-hold messages.

The inbound call system is capable of identifying incoming callers and cross-referencing them with their in-house records. For example, the system can look up future appointment schedules and supply the customer with a reminder or even an offer to reschedule. It is also capable of transcribing voicemails which it can then deliver to the proper recipient in text form. The system can also solicit spoken responses from customers to handle common transactions like a traditional speech self-service IVR system. These types of increased integration of value added services are likely to be the future of telephone-based customer service systems.