Pfizer improves agent experience through a consolidated IVR
Interactive Voice Response (IVR) - Optimize Your CX
Personalized connections, fast and easy
Accelerate resolution, improve routing efficiency, and cut costs with voice self-service automation.
Cloud-native IVR that’s ACD integrated and easy to use.
As part of a unified platform, CXone Interactive Voice Response (IVR) is fully integrated with the Automatic Call Distributor and boosted with specialized AI that’s purpose-built for optimal customer experiences. Use our powerful easy-to-use design tool, Studio, to visually create intelligent, data-directed routing that’s quick and efficient - every time.
Michigan DHHS Powers Up Services to Residents.
See how the State of Michigan Department of Health and Human Services consolidated self-service options in the IVR across its 14 contact centers with great success.Read case studyAI and Automation that delivers customer satisfaction.
By leveraging natural speech to collect caller information and determine optimal handling and applying AI purpose-built for a consistent and optimal customer experience. CXone IVR delivers unbeatable customer satisfaction. Centralized administration is complemented by a fully unified, cloud-native platform to build intelligent data-directed and AI powered routing, so you can resolve customer calls quickly and efficiently – every time.
“Incorporating self-service options in the CXone IVR was a major objective of this project. And it’s working. Especially regarding ease of use, we’re seeing progress: ‘Satisfied’ and ‘very satisfied’ responses combined are in the 40s, very consistently. We [DHHS Leadership and MiECC] are pleased with that, as government systems often get low marks due to upset callers.”
Adam YuskoApplication Development Associate Manager, State of Michigan Dept. of Health and Human Services
