Everyone has a story about a frustrating IVR: endless menus, hidden options and the dreaded “press 0”. Yet IVR remains a workhorse for contact centres.
When thoughtfully designed, it can contain routine tasks, reduce agent load and improve customer satisfaction. Poorly designed IVR drives customers to zero out.
- Frustrated by chatbots
- 63%
Natural Language Understanding
Modern IVRs use speech recognition and natural language understanding to let customers speak in their own words. They integrate with CRM systems to personalise options.
CCL’s voice design team crafts IVR journeys around customer intent. We replace numbers with natural language, such as “Tell me how I can help you today.”
Designing IVR as part of an omnichannel strategy.
Dynamic Menus
We build dynamic IVR menus that change based on time of day, location or customer segment. For example, during outages, the first prompt can proactively address the issue.
By bridging voice and messaging, we can send a secure link for payment, improving containment and convenience.