Home By Feature Interactive Voice Response (IVR)

Interactive Voice Response (IVR)

Enable customers to find their resolution without any agent interaction with IVR.

Increased First-Call Resolution

IVR helps customers self-resolve their issues by providing a fast and convenient way to access information and services.

Reduce Resource Usage

Having information at the customers fingertips puts less strain on your available people so they can provide the best service.

Better Customer Behavior Data

Identifying trends in your customer behavior data makes it easier to tailor your contact center to run effectively.

Customers Self-Resolve

With an Interactive Voice Recorded system, customers can easily navigate through a menu of options to reach the information they need; or be directed to the appropriate department or individual within the organization. This eliminates the need for customers to wait on hold for a customer service representative or navigate through a complex phone tree to find the information they need.

People Get Information Differently

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. IVR helps reduce call wait times, improves the overall customer experience, and frees up customer service representatives to handle more complex inquiries.


Immediate Resolution

IVR can quickly answer routine questions or resolve simple issues for your customer without agent involvement.


A Better Focus

With IVR, agents can direct their efforts on more complex customer issues, allowing them to utilize their product and domain expertise.


Valuable Customer Data

Xima’s IVR analytics provide insight into your customers’ most frequent questions and requests, which can then be leveraged to create better product and user experiences.

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