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Article : Use Smart IVR to Improve Your Agents’ Efficiency

#contactcenterworld, @ccs4cx

Author: Chidiogo Emmanuel, Digital Communications, Call Center Studio

A Smart IVR goes beyond "Press 1, 2 or 3…" options and delivers solutions that help your call center improve metrics such as Average Handling Time (AHT) and First Call Resolution (FCR).

Auto routing of Inbound calls to the right agent(s), facilitating payment, voice interaction, and customer recognition by name are just a few of the many features a Smart IVR delivers to your contact center.

A well-planned IVR reflects your customer’s needs with menu options that prioritize previously documented customer journeys.

Your agents need not attend to everyday customer tasks such as checking their account balance or paying bills. Smart IVRs save customers time with self-service, ensuring a better customer service level for your contact center.

However, you must understand that while availability, speed of complaint resolution, and convenience are paramount to customers, nothing beats personalized experiences that deliver a you-only customer feeling.

How can Smart IVR enhance your call center customer experience?

Contrary to thoughts that IVRs try to prevent agents from dealing with too many customers, it ensures customers have a smooth and relevant path to resolving their queries by the best-fit agent or department.

Customers quickly draw the above conclusions following the roadblocks posed by poorly designed IVRs with too many menu options, lacking the ability to track the customer journey.

According to American Express, 67 percent of customers hang up the phone in frustration when they can’t reach a customer service representative. Sixty-eight percent attribute positive CX to dealing with the same agent, while 62 percent specify the agent’s knowledge and resourcefulness as a determinant factor of a good CX.

Turn your agents into consultants.

With Smart IVR, your agents wouldn’t need to handle tasks that make your call center operations less efficient – such as redirecting/forwarding calls to the correct department or having to ask questions with "obvious" answers.

Often, customers get to answer the same questions every time they reach a call center agent, despite having called a couple of times in the past. It is one reason why IVRs have increasingly become the not-so-favorite touchpoint for customers.

An IVR should automatically recognize a caller’s phone number based on historical interaction data with your business without delaying forward to the most appropriate agent.

Your IVR should make your agents more reliant on their knowledge and skills, eliminate all boring routines while building a better contact center-customer relationship.

What makes a Smart IVR?

Scalable infrastructure

For large companies, the quick & easy scalability feature of a Smart IVR makes it a walk-in-the-park to build and deploy in multiple regions and languages.

After setting up your IVR, you don’t need to worry about building new flows when deploying in other business locations.

A Smart IVR can be set up and deployed in under 15 mins. The AI-functionality can read from a defined database of information and deliver excellent customer experiences in your defined languages.

Speech recognition

Gone are the days when a customer had to press certain buttons to access services on your IVR system, Smart IVRs make interaction with your business more human-like and a friend who remembers.

It eliminates the need to navigate complex and often frustrating menus leading to callers exiting without having solutions to their queries.

With Smart IVRs, you can handle Identification and verification processes.

Customers can provide details such as account number, date of birth, and address using speech, minimizing call length and operational cost for your business.

By 2024, the speech recognition industry will be worth over four billion US dollars. Equipping your contact center for the future puts you ahead of the growing demand for top-notch service from customers.

Natural Language Understanding

Callers don’t need to speak in a particular way to be understood by your IVR. With Google Dialogflow as the NLP, your IVR system can recognize caller intents without them having to use pre-defined queries.

For example, the intent of a user could be to determine the working hours of a business. This can be in different expressions;

"What time do you open"?

"What time does your store open"?

"Are you open on the weekends"?

"Can I come around on Saturday"?

Dialogflow processes these queries, groups them into similar intent to provide the best-fit response through your IVR system.

NLP helps the effective use of self-service as customers can solve some issues without requiring a live agent.


You can integrate your IVR system to payment gateways and CRM for a multi-channel customer experience.

IVR payment gives customers a feeling of security and convenience while reducing interaction with agents.

You can set up payment methods for services or products and customer servicing of bills.

Unlike the conventional IVR systems, which offer voice prompts that route callers to live customer service agents, it replaces needless human interaction and improves self-service.

Customers feel more secure, as they don’t have to disclose their payment details to agents.

CRM integration helps your agents keep track of customer journeys with your business across different channels. Smart IVRs can pull in the history of Calls, Social media, or website, chatbot interaction to a dashboard, thereby aiding easy addressing of customer needs.

Seamless integration with your existing tools enables the Smart IVR to get the correct information at the right time, giving your customer an easy-to-navigate journey. It also allows the customer to be forwarded to a live agent without frustration if they request so.

Predictive call handling

Because Smart IVRs keep records of a customer’s interaction with your call center, it quickly identifies a caller’s intent, delivering personalized menus, or routes a caller to the correct destination or agent faster.


An excellent IVR accelerates the swift identification of issues and quick fixes before your call center performance goes downhill.

Linking up your IVR to Google data studio provides you with real-time analytics and performance reports that help with actionable insights to optimize your agents’ performances and IVR system.

You can get real-time information on the number of people attempting a payment, the number completing payment, and those who couldn’t go due to bottlenecks.

Analytics on Smart IVRs also gives deep insight into day-to-day performance and helps identify potential issues before impacting customer experiences.

What’s next?

Your IVR is most often the first contact of your customers with your business. Therefore, it is vital to make it a worthwhile and memorable experience for callers.

Do you have questions about setting up a Smart IVR for your contact center operations? We’ve got you. Speak to an expert.

#contactcenterworld, @ccs4cx

About Call Center Studio:
Company LogoCall Center Studio is a powerful multi-channel, scalable AI-powered software which is designed to enrich the experience for both your agents and your customers.
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Today's Tip of the Day - Have Some Fun

Read today's tip or listen to it on podcast.

Published: Friday, October 29, 2021

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2023 Buyers Guide Dialer Solutions

Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
(read more)

Consilium Software

Consilium UniCampaign™
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
(read more)


Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.


Genesys PureConnect
Genesys PureEngage

Cloud IT Services GmbH

Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.


With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration


Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

Nuxiba Technologies

Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.

Stop worrying about technicalities and focus on the most valuable aspect: giving the best service and customer experience with our intuitive features. All of our features and modules are fully adaptable to any business needs.

Obtain the benefits of using software fully tailored to your business, start saving money, and boosting your productivity.


Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.


Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
(read more)

Tru29 Outsource Solutions Inc.

Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.


Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)

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