Interactive Voice Response (IVR)

  • An Automated Solution that Doesn’t Cut Corners on Customer Service

    There’s no doubt that providing your customers with meaningful support in a timely manner is key to the overall success of your business. So whether you want to proactively inform customers of an upcoming service change, or want to direct customers to the self-support resources that best meet their needs, you need an automated solution that’s up to the task.

    For the most advanced automated customer communications solutions, count on Interactive Voice Response (IVR) services from XO Communications. Our cloud-based applications build upon your existing infrastructure, allowing you to leverage your investments while avoiding additional capital and operational expenses. The end result is a seamless transition from your current tools to a full-featured, end-to-end customer contact experience.

    Interactive Voice Response Benefits include:

    • Improve productivity and reduce call handling fees
    • Complete transactions
    • Proactively notify customers of relevant changes in services or programs
    • Easily gather feedback and gauge performance via customer satisfaction surveys
    • Quickly update customers in disaster recovery or business interruption situations
    • Ensure accurate information for product/service warranties by verifying purchase details and information
    • Reach out to hundreds of thousands of customers in a matter of minutes, not days or weeks 
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  • Outbound Call Automation Features

    • Schedule, queue and prioritize notifications in advance
    • Survey call recipients
    • Comprehensive  reports on call job management and called party dispositio
    • Highly customized messaging via advanced text-to-speech functionality
    • Advanced answering machine detection capabilities, including tone detect
    • Web-based access that lets you manage/operate automated outbound calls

    Inbound Call Automation Features

    • Seamless call transfers
    • CTI
    • Web Services accessible
    • Records, monitors and stores calls
    • Comprehensive reports on job management and disposition
    • Manage inbound call functionality via an intuitive web-based platform
    • Advanced speech recognition and synthesis in multiple languages
    • Advanced reporting
    • Standards based platform allows you to use XO IVR as your primary solution or failover

    Interactive Voice Response Specifications

    • SIP-based platform
    • Conforms to VoiceXML 2.1 and CCXML standards
    • MRCP adherence
    • Geo-redundant
    • Nuance 9 and RealSpeak 4.5
    • Genesys Composer Development Tool
    • We build or you build your application