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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 provides quick, 24/7 access to self-service options. Customers can resolve issues, check account details, make payments, or request information without waiting for an agent. With intelligent call routing, your customers will always be directed to the right department for quick service.

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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, resulting in a more productive and cost-effective call centre environment.

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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.

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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.

How MaxContact’s IVR Automation Works

Call Initiation

When customers call, the IVR system answers and greets them with an automated message.

 

 

Menu Selection

The customer selects an option using their keypad or voice command (e.g., “Press 1 for billing” or “Say 'Account Info' for account details”).

 Routing

The system either provides an automated response, such as account details or routes the call to the appropriate department based on the customer’s choice.

Transaction Completion

For tasks like payments or form submissions, the IVR system will securely process and confirm the transaction before ending the call.

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 automation?

IVR automation is a system that allows your call centre to automate customer interactions through an interactive voice response (IVR) system. It can handle common inquiries, route calls to the right departments, and offer self-service options without the need for a live agent.

How does IVR automation improve customer experience?

IVR automation provides customers with fast, 24/7 access to self-service options, such as checking account balances, making payments, or accessing information. This reduces wait times, improves resolution speed, and allows agents to focus on more complex issues.

Can IVR automation personalise customer interactions?

Yes! By integrating with your CRM and other databases, our IVR system can provide personalised greetings and services, such as offering account details, billing information, or order statuses tailored to the specific customer. 

Is it difficult to set up IVR automation?

Not at all! MaxContact’s IVR automation system is designed for ease of implementation. We offer full support and setup assistance for smooth integration with your existing call centre infrastructure.

What features are included with IVR automation?

Our IVR automation includes:

  • Multi-layered call routing
  • Speech recognition
  • Customisable menus
  • Integration with CRM and payment gateways
  • 24/7 self-service availability
  • Real-time analytics and reporting
How secure is the IVR automation for handling payments?

MaxContact’s IVR system is fully PCI-DSS compliant, ensuring that all payment transactions are secure. Sensitive data is encrypted, and we adhere to industry standards to protect customer information during every interaction.

Can IVR automation handle high call volumes?

Yes! Our IVR system is highly scalable, meaning it can efficiently manage high call volumes without compromising performance. Whether you’re a small team or a large enterprise, our system adapts to your needs.

Does IVR automation work with other tools and platforms?

Yes, MaxContact’s IVR automation seamlessly integrates with a wide range of third-party systems, including CRMs, payment gateways, ticketing systems, and more. This allows you to centralise operations and improve the overall customer experience.

What kind of reporting and analytics does the IVR automation provide?

Our IVR system offers real-time analytics, tracking key metrics like call volume, response times, customer behaviour, and call outcomes. Custom reports allow you to gain insights into performance and identify areas for improvement.

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

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Quality Assurance

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