Aspect IVR Systems and Solutions: Modern Capabilities for Great Customer Service

Overview

Interactive Voice Response—Modernized for Today's Customers

Aspect IVR systems are designed and built to provide a personalized customer experience that effortlessly drives callers to the right answer, or the right agent, to help maximize call center IVR containment. Our single-tier pricing model provides a very economical per-minute cost, and an easily customizable user interface eliminates the need for expensive and time-consuming IT intervention.

A key component of our CX Automated Agent self-service offering, our modern IVR software solutions include all of the capabilities you need to ensure every customer interaction is meaningful:

Preserve context across channels
Predict call intent based on recent transactions
Adapt to each caller's experience level
Notify and Remind with proactive outreach
Mobile IVR solutions including Visual IVR and Text2IVR
In-Queue Self-Service and Callback capabilities

VIEW THE IVR QUICK GUIDE

Capabilities

Live Assistance When Needed

Your IVR system should not only work with you, but also work for you. Aspect IVR solutions allow self-service customers to help themselves, but will automatically route to a live agent for more complex or sensitive issues.

On-Premises or Cloud

Aspect IVR can be deployed in any environment that best suits your business, whether you prefer an on-premises solution, hosted SaaS option or deployment through a public or private cloud environment. Start in one deployment method and move to another seamlessly, with no changes required to your IVR application settings.

A Solid Foundation for IVR Applications: Speech Recognition, VoiceXML, SIP

Aspect combines industry-leading technology and proven contact center solutions to create an all-in-one modern IVR application. Whether you need basic call routing, proactive outbound communications, or inbound self-service, we have you covered.

Information retrieval
Telephone surveys
Order status
Emergency notifications
Virtual receptionists
Conferencing solutions
Voice verification, and more

Gather customer information and match it with data from your CRM and back office systems to deliver personalized, conversational service. Use voice biometrics to add an extra layer of security.

Options for Every Caller

IVR Applications can be powered by basic touch-tone (DTMF) control, menu driven speech recognition, or even free natural speech.

Glossary

What is an IVR (Interactive Voice Response) system?

Historically, interactive voice response (IVR) systems have used pre-recorded voice prompts and menus to present information and options to callers, relying on touch-tone telephone keypad entry to gather responses. Modern IVR systems can also collect input and responses via spoken words with voice recognition.

IVR systems enable users to retrieve information including bank balances, flight schedules, product details, order status, movie show times, and more from any telephone. Adding to their inbound call handling capabilities, many IVR systems are now able to place outbound calls for tasks such as delivering or gathering information for appointments, past due bills, and other time-critical events and activities.

Articles

IVR Software Innovations

Seven Modern IVR Technologies

Resources