Interactive Voice Response (IVR) Software
Enable customers to find what they need without speaking to an agent.
Key Features of Xima’s IVR Software
Resolving Issues on the First Call
IVR software helps customers self-resolve their issues by providing a fast and convenient way to access information and services with speech recognition capabilities.
Save Call Center Agents Time and Effort
Having information at the customer’s fingertips puts less strain on your available people when there are high call volumes. IVR software allows agents to provide the best service.
Real-Time Reporting and Analytics
Track key IVR metrics and understand customer interactions to optimize your self-service flows.
Maximize Efficiency with Intelligent IVR Routing
IVR ensures every call is directed to the most appropriate resource within your organization, minimizing transfer times and maximizing agent productivity.
Automate Customer Support with IVR Software
Let Customers Self-Resolve
Customers can use an IVR system to find information, request callbacks, or get connected to the right department or person in the organization. This makes it convenient and efficient for customers to get the help they need.
No more waiting on hold, being shuffled through a variety of agents, or navigating through a complex phone system to get the information you need from customer service.
Easily Access the Most
Relevant Information
IVR can also provide pre-recorded information, such as operating hours, frequently asked questions, and other information that can help customers resolve their issues quickly.
This helps reduce call wait times, improves the overall customer experience, and frees up customer service representatives to handle more complex inquiries.
IVR Software Benefits for Every User
For Customers
Immediate Call Resolution
IVR can quickly answer routine questions or resolve simple issues for your customer without agent involvement.
For Agents
Focus on High-Value Interactions
With IVR, agents can direct their efforts on more complex customer issues, allowing them to utilize their product and domain expertise.
For Supervisors
Drive Strategic Decisions with IVR Insights
Xima’s analytics provide information on customer inquiries and preferences. By having access to your customer data, you’re able to enhance your products and user experiences and increase customer satisfaction.
Advanced Software Features for your IVR Contact Center
Want to see how you can round out your call center services with Xima’s IVR software? Complement Interactive Voice Response with the advanced features we have available to call centers:
Effortlessly manage call routing based on time of day with Xima Software, ensuring calls are directed appropriately during and after business hours.
- Customize call handling for holidays, whether playing a specific announcement or rerouting calls to an external answering service, providing uninterrupted service to your customers.
Maximize efficiency with Xima Software’s IVR system, integrating with CRMs and databases to instantly display pertinent contact information to agents.
- Harness the power of data integration by allowing our IVR system to access CRMs or other databases, instantly showing agents the most pertinent information about a contact right inside of the agent client.
- Query account information based on entered digits or incoming caller information and intelligently routing calls to the most relevant department or agent.
Enhance caller experience with Xima Software’s Collect Digit feature, prompting for account numbers or other identifiers to streamline account lookup.
- Streamline the caller experience by prompting them to enter account numbers, invoice IDs, or any other string of digits.
- Accelerate the account lookup process, reducing caller frustration and increasing agent efficiency.
- Enhance reporting as input information will be integrated into Xima’s already powerful historical reporting engine.
Benefit from Xima’s decade-long expertise in CRM screen popping, now enhanced with improved IVR features like digit collection and data dipping. Connect agents to the correct CRM account with even more unique data, improving customer interactions.
- Xima has provided CRM screen popping for over a decade, now enhanced with improved IVR features like digit collection and data dipping.
- Benefit from even more unique data to connect agents to the correct CRM account, improving customer interactions.
Advanced Logging and Reporting
Make informed decisions with comprehensive data analysis, optimizing IVR configurations, and improving overall performance. Benefit from more robust reporting, now enhanced with digit collects, data dips, and other session parameters tied to each call.
How IVR Software Works
Whether you choose an on-site or cloud-based setup for your business, we’ll ensure your IVR system is integrated with our software client. This allows for scalable growth and the use of additional Xima features, without needing costly additions like physical servers or other equipment.
Once installed, IVR greets callers and provides them with a phone tree menu, offering options such as billing, technical support, or the option to speak to a live agent. Speech recognition capabilities can pick up on keywords said by callers to best direct them through the menu.
Callers can navigate the menu freely by interacting verbally with the IVR or using their keypad. Each choice they make can present them with additional interactive voice response options until a resolution is found.
Provide Customers With the Best Possible Call Center Experience
Avoid shuffling callers around between agents and streamline the caller experience with IVR. Instead, offer record messages that let them get the answers they need, or direct them straight to the department they need to speak with from the start.
IVR Software FAQs
What is IVR for incoming calls?
IVR for incoming calls is an automated phone system that interacts with callers, gathers information through voice or keypad input, and routes them to the appropriate department, agent, or provides self-service options. It streamlines call handling and improves customer experience by efficiently directing callers.
What is the difference between ACD and IVR?
IVR (Interactive Voice Response) gathers caller information and provides self-service options, while ACD (Automatic Call Distributor) distributes incoming calls to available agents based on predefined rules.
What are the two types of IVR?
The two main types of IVR are outbound IVR, which initiates calls to customers, and inbound IVR, which handles calls coming into a business.
What People Have To Say
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