Modern IVR Systems

Modern IVR - An IVR Experience Your Customers Can Love

Most consumers strongly dislike their encounters with IVR systems. As a result, those who find themselves in an IVR will do their best to find a way out - usually by hanging up! Many companies’ IVRs do not exploit the full set of capabilities of modern systems, relying on basic “press 1” type call routing. The result is low IVR containment rates – approximately 38% on average. This rate could be much higher, which would then make customer care costs much lower.

Enter the Aspect Modern IVR - seven key capabilities shown on the IVR Innovation Wheel below that, individually or collectively, create an IVR experience your consumers will love – not just tolerate. They can be cataloged around the two enabling concepts of “personalization” and “digital channels”.

IVR Innovation Wheel
IVR Innovation Wheel PDF



Read through this quick guide to understand the key capabilities of each item on the IVR Innovation Wheel and assess which are the most essential to your business.

The Foundation for Modern IVR: Speech Recognition, VoiceXML, SIP 

Aspect CXP Pro, the combination of Aspect CXP, our industry-leading application server and lifecycle management suite, and Aspect Prophecy, a highly compliant VoiceXML and CCXML engine, give you everything you need to power Modern IVR applications.

Whether it’s about basic call routing, proactive outbound IVR, or inbound self-service – we’ve got you covered. Applications include information retrieval, telephone surveys, order status, emergency notifications, virtual receptionists, conferencing solutions, voice verification and more.

All applications can be powered by basic touch-tone (DTMF) control, menu-driven speech recognition, or even free natural speech, to provide the best experience possible.

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.

IVR Forms Chart

Self-Service - Part of the Larger Customer Experience

It is paramount that self-service applications are designed to be part of the larger customer experience since there will always be times when agent assistance is needed to resolve a more complex or sensitive issue. There are also times when human mediation is needed for compliance reasons.

Aspect helps businesses provide their customers self-service and live service that go hand in hand.

Caller Intent Prediction

Deployment Flexibility:  Cloud, On-Premise, Hosted

Aspect self-service solutions can be deployed in the Aspect Cloud, on premises and in hybrid cloud deployments that leverage the strengths of both deployment models. The same software stack that is deployed in our cloud is also available as licensed software on-premise. This allows you to start in one model, then move to the other without any changes required for your applications. Maximum flexibility, minimum risk.

World map picture of data centers, Could Partners, Network Operations and Customer Data Centers

"Our Aspect IVR system, which support several integrated IVR apps, has worked flawlessly for years and provide top notch functionality in a highly reliable environment with minimal maintenance needs.”

– David Turner, Sr. Software Engineer, Cincinnati Bell

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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, and touch-tone telephone keypad entry to gather responses. Modern IVR systems also enable input and responses to be gathered 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, IVR systems are increasingly being used to place outbound calls for tasks such as delivering or gathering information for appointments, past due bills, and other time critical events and activities.