Advanced IVR

Next-generation IVR for complex call handling and messaging

Dramatically transform your existing IVR with the next generation of IVR technology. Automate complex tasks while giving callers a superior experience.

  • Improve call routing and contact centre efficiency
  • Reduce call abandonment rate
  • Optimise agent time
  • Enhance the customer experience
  • Handle demand peaks, reduce AHT and cost to serve

Ready to transform your IVR?

IVR that supports agents

Augment your human agents with automated interactions

Support your agents by automating routine and repetitive interactions

  • Send appointment reminders
  • Provide real-time information
  • Create post-interaction surveys
  • Route calls to SMS or agents
  • Take PCI compliant secure payments
  • Authenticate customers and reduce the risk of fraud
  • Combine with Natural Language Recognition for voice-activated intelligent routing
  • Combine channels for true omnichannel experience

IVR standout features

Features of a stand-out IVR

Many customers prefer self-service and others are easily won over by its speed and convenience. Make your IVR experience the best it can be with these important features:

  • Identify and verify callers for heightened security
  • Route callers with contextual voice recognition
  • Reduce hold-time and maximise agent time with effective call routing
  • Simplify reporting with service performance analytics
  • Real-time information about product stock levels, transport schedules etc.
  • Secure payment card data for PCI DSS compliance
  • Use audio and visual aids together through smart devices to resolve enquiries

Enhance self-service with voice technology

People already love self-service and there is strong evidence that customers will try it and once they have they love the speed and convenience. Adding natural language speech recognition makes self-service more engaging and satisfying.

Increasing productivity through advanced IVR services

"Customer service is a vital part of our strategy whilst maintaining operational efficiency and Eckoh has a crucial role to play in helping us to fulfil this."
Head of Customer Service, Ideal Shopping
Case study