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Self-Service IVR Automation 

Create a Lasting First Impression with MaxContact’s Self-Service IVR Automation

 
 
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Call centre IVR automation tool

MaxContact can make your call centre available 24/7 without the additional cost of labour with self-service Interactive Voice Response (IVR). Our IVR system uses advanced automation and AI technology to ensure that your customers get the service they need without waiting for an agent. From simple queries to complex transactions, our IVR automation is designed to meet your business's needs.

There are so many features that are included within the IVR Builder including:

  • ID Verification 
  • First Contact Resolution
  • Agent Alerts
  • Self Serve DNC
  • Text to Speech
  • Voice Messaging 
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Leaving a lasting positive impression around-the-clock

Call centre IVR is often the first experience that your current, and potential, customers have when interacting with your company. Delivering a solid first impression can be key to winning the business and providing quality CX going forward. MaxContact’s IVR automation will enable customers to serve themselves, such as providing updated meter readings, while also allowing your contact centre to be 24/7 – without additional cost.

Reduction in repeat contacts
71%
Improvement in First Contact Resolution
29%
Improvement in C-SAT
15%

Why Choose Our IVR Automation Tool?

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Improve Customer Experience

MaxContact’s IVR automation offers 24/7 self-service access for issue resolution, account checks, payments, and information requests. Intelligent call routing ensures customers reach the right department quickly. 

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Increase Operational Performance

By automating routine tasks and handling basic inquiries, our IVR system frees up your agents to focus on more complex issues. This reduces call volumes and operational costs.

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Personalise Customer Interactions

Our IVR automation tool can integrate with your CRM and customer databases to provide tailored experiences. Customers can be greeted by name and given access to personalised information, meaning every interaction feels like a one-on-one conversation.

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Scalability to Match Your Growth

Whether you’re a small business or a large enterprise, MaxContact’s IVR automation scales with you. Add new services, automate more processes, and easily manage growing call volumes without additional staffing requirements.

Call centre IVR automation features you will love

IVRs​

ID verification

Increase CX by allowing customers to complete ID verification checks via the IVR, meaning that when the customer is connected to an agent they can handle the query immediately and compliantly. 

CX

First contact resolution

Self-service will assist in using the captured information to guide the agent’s call to the correct department, and correctly skilled advisor, which therefore increases first contact resolution, improves CX and decreases costs.

Conversation-scripting​

Agent alerts

Alert agents to when thresholds are being approached so that they can act appropriately to ensure an efficient response. 

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Self-serve DNC

Allow customers to automatically opt out from outreach by adding them selves to the do not call list. This protects your brand and ensures that resources are not being wasted on customers that are not interested.

Digital-and-voice​

Text to speech

Quickly add announcements to the IVR or read back information such as product and service information by utilising text to speech. 

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Voice messaging

Use interactive voice messaging to supplement outbound dialling campaigns. This can be used in conjunction with text to speech, to deliver bespoke messaging and reminders to your clients – for example payment or booking reminders.

Reimagine your customer experience

Ready to upgrade your call centre with IVR automation? It's easy to implement, offering flexibility to improve service, streamline operations, and cut costs 

Frequently Asked Questions

What Is IVR Call Centre Software?

IVR call centre software is a feature that allows the contact centre to handle and route inbound calls in an efficient manner. This can be done by designing the customer journey from the moment that they call your business, right the way through to the end of the itneraction.

How Can IVR Systems Improve Call Centre Efficiency?

IVR systems can be used to design the call flow for an inbound call to ensure that they are handled in the most efficient way. This can be done by routing to available agents, announcing wait times, offering self service options, and offering auto call backs so that customers get a call back once they are at the front of the queue.

What Industries Can Benefit from IVR Solutions?

Any industry that handles inbound customer calls can benefit from having an IVR solution. This can be; customer service teams, ticketing teams, sales teams, debt collection teams and much more.  If you are serious about improving the inbound customer journey then an IVR can help your business.

Are IVR Systems Customizable to Suit Unique Business Needs?

Yes. MaxContact's IVR designer is a drag and drop process. This means that if you can draw your ideal customer flow, we can build it. All IVRs are unique to suit your specific business needs.

What Are the Key Features to Look for in IVR Call Center Software?

Key features to look for are;

- A simple to use design tool

- A system that allows you to make the changes in real time with out the need for external work.

- Text to Speech

- Queue announcements

- Automated call back features.

What else do we offer?

Other Solutions Available

Check out what other solutions are available within MaxContact and how they can help grow your business.

Preview Dialler

Scripting

Progressive Dialler

Predictive Dialler

WorkForce

VOIP Phone Dialler

Business Analytics

Inbound

Quality Assurance

Omni Channel

Speech Analytics

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