Conversational IVR

IVR technology has long been a tool in the customer experience arsenal. But when customers have high expectations for service quality and speed, you need the new generation.

Our Conversational IVR uses AI-powered and NLP-driven speech recognition to interpret and predict customers’ intent to route them to the self-service platform of choice. This reduces costs by deflecting calls while freeing agent’s valuable time to focus on supporting vulnerable customers and more complex queries.

Deflect calls while exceeding expectations

Rather than navigating recorded menu options or waiting for an agent, customers can speak to our AI-powered Chatbot immediately, providing human-like experience. They can therefore self-serve directly within the IVR, deflecting calls, speeding up resolution and easing pressure on your call centre. This allows you to maintain customer expectations for seamless service, but also to drive a significant cost reduction and to improve operational efficiencies within your business.

Native multi-language NLP

Conversational IVR uses our native AI-powered Natural Language Processing (NLP) and speech recognition engine to capture and predict intent, so callers can speak naturally in their own words. It remembers preferences like language and easily interprets caller intent. This means the solution can ask questions to clarify ambiguous intent, prompt the customer for missing information and recognise mispronunciation. Importantly, it also remembers previous interactions, from across all customer touchpoints, so there’s no exasperating repetition.

Need convincing? Take a quick look at how Conversational IVR can revolutionise your customer experience

Build on your existing infrastructure

There’s no need to rip and replace your existing call centre infrastructure. Integrating seamlessly in real-time with your existing call centre solution, CRM software and other data sources, our Conversational IVR can identify and verify the caller to create a personalised experience that proactively addresses issues and anticipates their needs. And if a customer needs agent support, our solution ensures they are routed to the correctly skilled advisor, along with customer details is and the context of their query.

Advanced analytics and optimisation

Conversational IVR is also configured for easy continuous testing and optimisation. Paired with our Customer Journey Tracker, it allows you visualise for the first time ever, the journey your customer takes on your IVR. Only by gaining a holistic understanding into customers behaviour, you can truly identify painpoints, eliminate bottlenecks and rectify them in real-time.

With Customer Journey Tracker, you are in a strong position to make evidence-driven decisions about your customer service optimisation to maximise ROI on customer experience investment – in terms of both revenue generation and customer satisfaction.

24/7 automated payments

Go beyond query resolution and enable customers to make PCI compliant payments within your existing IVR. Simply route your customers to us at any point during a call and provide them with a 24/7 conversational payment solution. Our solution pulls live payment details from your systems and processes credit card details in real-time, allowing the customer to complete their payment without ever speaking to an agent.

Empower your agents to provide a consistent customer experience with our agent guided payments solution – while maintaining PCI compliance with end-to-end call recording. Agents can guide customers seamlessly and securely through the payment process during a call, equipped with the customers latest account information, ensuring the best experience for both your customers and agents.

A customer experience game changer

83% of people say they’ll avoid a company after a negative IVR experience. With Conversational IVR, you not only avoid this pitfall, you delight customers with efficiency and effectiveness.

Use predictive call handling

Speed up call resolution by predicting caller intent, efficiently handling queues, delivering personalised menus based on previous interactions and routing callers to the right destination faster.

Integrate across channels

Conversational IVR integrates with all of your other communication channels, so you can have a centralised view of engagement rates, bottlenecks and successes – and can optimise touchpoints in real-time.

Offer 24/7 customer support

Conversational IVR can answer questions 24/7, so people aren’t restricted to call centre opening times. It can also detect when agents are busy and offer different channels based on their issue.

Extend existing infrastructure

There’s no need to rip and replace your existing infrastructure. Conversational IVR quickly and seamlessly integrates with existing systems like Genesys, Avaya, Cisco, BT and more.

Go beyond traditional services

Our voice capabilities also includes traditional IVR, dynamic and predictive queue management call recording enabling you to manage all your requirements from within a single platform.

“Engage Hub’s AI-powered Cross-Channel Contact Automation solution has enabled over 30% of customers to self-serve their enquiry, subsequently allowing the agent to focus on more complex queries and vulnerable customers.”

Head of Call Centre

Top UK Retailer

"With Engage Hub's help, we've significantly reduced call centre operating costs while simultaneously boosting customer satisfaction ratings. The future-proof solution is ensuring that we continue to give our customers the best possible experience."

Head of Call Centre Operations

Health and Beauty Retailer

"Engage Hub has helped reduce operational costs while improving customer communication. We have more confidence in the service we offer – and know that we have a solution that will adapt to future needs."

Continuous Improvement Manager

Top UK Logistic Provider