Engage Hub launches AI-powered NextGen IVR to help navigate a voice-first world.

Platform enables the delivery of fully-personalised customer experience.

London, UK, 6th March 2019 Engage Hub, the data-driven customer engagement company, today announced the latest release of its NextGen Interactive Voice Response (IVR) solution. The new features of the AI-driven technology enable a fully-personalised experience for customers and full cross-channel integration.

The solution, part of the Engage Hub platform, gives IT and contact centre managers the ability to add voice to their systems and provide automation while still offering the best customer experience. It also integrates easily with all other customer channels, simplifying what for many customer-facing businesses is a daunting problem.

The new features include:

  • Natural language speech recognition – AI-powered speech recognition to allow callers to speak naturally in their own words, intelligently capturing intent and dramatically increasing self-service.
  • Fully personalised experience – Match anything from phone numbers to account numbers and order details, with existing customer data to proactively identify callers and create a personalised experience that anticipates customer needs and proactively addresses issues.
  • Real-time journey tracking – View the entire customer journey across multiple channels including; IVR, SMS and email to optimise the customer experience.
  • A true cross-channel experience – Empower front-line staff to follow up with customers across multiple channels including email, SMS, Facebook Messenger and Rich Communication Services (RCS).

IVR is often a complex problem due to legacy technology that prevents businesses taking advantage of the latest advances in voice recognition and natural language processing. NextGen IVR integrates with other CX systems to create a unified experience. CRM data is updated so that customer data is the same no matter the channel used, and the natural language processing is used for both online chatbots and IVR – meaning conversations can play out in the same way on both channels.

“With conversational IVR” said Chris Crombie, Senior Product Owner, Engage Hub. “But it’s the integration with other channels that really makes the difference – this isn’t a simple add-on, but instead offers unified customer service. A customer calling at peak time can, for example, get answers to their simple questions quickly, and then request an SMS to join a web chat with a customer service representative when they are free.

“One of our clients, a major UK health and beauty retailer, has seen two-thirds of common queries dealt with by conversational IVR. This means agents are now free from mundane tasks so they can focus on more complex customer care cases. After digitising its offering and using our NextGen IVR, another client, a large tier one bank, also saw a 13% increase in customers self-serving.”

“What makes our IVR solution unique, is that it learns in the same way as a call centre agent does,” said Chris. “AI-powered natural language processing (NLP) means that the IVR does not simply react to keywords, but continually improves its understanding. So a query that the IVR may not understand today, perhaps because it’s too complex or expressed in an unusual way, will be understood and automated in the future.”

The solution has also been rolled out across 600 Sainsbury’s superstores: “Having an IVR solution fully integrated into our in-house systems means that more and more calls are being dealt with away from our superstores, enabling workers to focus on delivering great instore customer service,” said Paul White, Head of Partner Performance, Customer Management Centres Sainsbury’s. “Engage Hub has helped us drive a significant and immediate reduction in the number of lost calls and our customers are able to get the answer they need in the timescales they expect.”


About Engage Hub

At Engage Hub, it’s our mission to make sure your business treats your customers as individuals to engage each and every one, so you win them over faster and keep them for longer.

With over 30 years in the business, our services have evolved alongside the needs of our clients, including some of the world’s most successful brands across the financial services, utilities, telecoms, retail and logistics sectors. We understand the challenges you face – from data silos to legacy systems – and have built intelligent, intuitive and effective solutions that work for you.

Our commitment to excellence has helped us build a reputation as the leading global provider of data-driven consumer engagement and customer retention solutions. At a time when brand loyalty is at an all-time low, our data orchestration technology delivers the kind of experiences your customers have now come to expect. So, you can always keep them engaged and happy.

Past Releases

Engage Hub named a Contender in the Journey Orchestration Platforms evaluation report by Independent Research Firm
June 16, 2020

Engage Hub recognised in Mobile Engagement Automation report by Independent Research Firm
June 10, 2020

Engage Hub recognised in Real-Time Interaction Management report by Independent Research Firm
May 4, 2020

Engage Hub continues expansion in Ireland as a major FinTech player
April 24, 2020

Engage Hub unveils Web Chat widget to support customers across all of their channels
March 23, 2020

Engage Hub launches AI-powered NextGen IVR to help navigate a voice-first world
March 6, 2019

Engage Hub recognised as RTIM provider by independent research firm as it pushes to deliver personal experiences
January 22, 2019

Survey: Over two-thirds of C-level executives now prioritise customer experience above profit and revenue growth
November 21, 2018

Engage Hub expands LATAM presence with appointment of Gabriel Lobitsky as SVP Sales
October 11, 2018

Engage Hub and Bank of Ireland shortlisted for Best Use of Technology award
September 20, 2018

Engage Hub appoints Karen Waters as Product Director to lead next stage of digital CX innovation
July 3, 2018

Engage Hub enhances customer engagement platform with AI-powered chatbots
March 5, 2018

Engage Hub expands APAC presence with appointment of Felix Wong as VP Sales
March 1, 2018

Engage Hub to roll Interactive Voice Response system out across 600 strong Sainsbury’s superstore network
January 17, 2018

Engage Hub appoints Clive Hannon as COO
November 16, 2017

New report from Engage Hub highlights customer experience challenges.
November 6, 2017

Engage Hub and Another Number App Enables Busy Professionals to Take Control of Work Calls
March 22, 2017