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AI and Automation that delivers customer satisfaction.
By leveraging natural speech to collect caller information and determine optimal handling and applying AI purpose-built for a consistent and optimal customer experience. CXone IVR delivers unbeatable customer satisfaction. Centralized administration is complemented by a fully unified, cloud-native platform to build intelligent data-directed and AI powered routing, so you can resolve customer calls quickly and efficiently – every time.
“Incorporating self-service options in the CXone IVR was a major objective of this project. And it’s working. Especially regarding ease of use, we’re seeing progress: ‘Satisfied’ and ‘very satisfied’ responses combined are in the 40s, very consistently. We [DHHS Leadership and MiECC] are pleased with that, as government systems often get low marks due to upset callers.”
Adam Yusko Application Development Associate Manager, State of Michigan Dept. of Health and Human Services
Cloud-native IVR that’s ACD integrated and easy to use.
As part of a unified platform, CXone Interactive Voice Response (IVR) is fully integrated with the Automatic Call Distributor and boosted with specialized AI that’s purpose-built for optimal customer experiences. Use our powerful easy-to-use design tool, Studio, to visually create intelligent, data-directed routing that’s quick and efficient - every time.
See how the State of Michigan Department of Health and Human Services consolidated self-service options in the IVR across its 14 contact centers with great success.
Improve First Contact Resolution (FCR) while reducing handle time with more accurate routing to the correct skill.
Accelerate resolution
Give customers service at the speed they want and accelerated issue resolution with 24x7 self-service.
Boost engagement
Offer more responsive and personalized service, including proactive callback and seamless transfer to an agent with full context.
Make changes in minutes, not weeks
Simplify deployment across locations and make updates with ease.
Integrated and unified
Cloud-native and fully integrated with the ACD, CXone IVR leverages many forms of input to collect caller information and applies AI to make the right connections.
Personalized service options
Supports touch tone (DTMF), Advanced Speech Recognition (ASR), Text-to-Speech (TTS) and Speech-to-Text (STT) transcription.
Turn on a dime
Quick-turn with out-of-the-box CRM and database integrations and easy-to-use visual routing design – no programming experience necessary.
Accuracy and Visibility
Monitor IVR performance with regular reporting while continually improving routing accuracy with extensive, flexible rules.
