Features: Integration

Interactive Voice Response (IVR)

Whether the goal is call deflection and cost savings, easy customer self-service, automated appointment reminders, follow-up surveys, emergency response management, or anything in between, IVR functionality plays a large part in most every call center. And, like all of VoiceNet’s other best-in-class functionality, IVR functions are built-in and part of the core system license of the VoiceNet suite.

Unlike most other IVRs, VoiceNet’s easy-to-use IVR design tool is a code-free environment. This means no complex VXML, JavaScript, or proprietary scripting languages are necessary in order to build even advanced IVR functionality. But, the VoiceNet IVR is also extremely powerful and flexible because it draws on the power of VoiceNet’s built-in web services integration platform which means that IVR scripts can do virtually anything – integrate with CRM and other back-end systems, process payments, check order statuses, etc. – simply by calling out to the integration platform and letting it do the work from there.

While most users have come to expect that inbound IVR functionality be rich and able to engage the customer in complex interactions – which the VoiceNet IVR can do – they don’t usually have as high of expectations of outbound IVR functionality. However, the VoiceNet IVR is 100% functionality consistent on both the inbound and outbound side. This means that not only can outbound IVR campaigns do simple tasks like message blasts or appointment reminders, but they can also do complex agent-less processes like collecting a debt and processing a payment over the phone, running complex “find me anywhere” routines to call a person at the right number at the right time, transfer to a live agent when necessary, and more.

All in all, the included VoiceNet IVR functionality is truly a leader in the industry, easy-to-use, and feature-rich on both inbound and outbound campaigns.