IVR (Interactive Voice Response)
IVR is a critical component of any contact centre, allowing customers to get quick answers to simple questions and helping companies identify the right resource to help a customer with a given issue. As contact centres look to add more intelligent interfaces to expedite customer access and improve experiences, 8x8 sees opportunity to expand what is considered the interactive voice response solution.
8x8 offers two IVR products:
- 8x8 IVR is a powerful tool to help customers find the information they need. Learn more →
- 8x8 Intelligent IVR uses the power of AI to connect callers with the spoken word. Learn more →
Included with every 8x8 Contact Centre license
The 8x8 IVR is included with every Contact Centre license. 8x8 IVR provides easy-to-create menus and simple self-service capabilities that allow the contact centre manager the agility to keep up with changing requirements through simple edits to the IVR flow. 8x8 IVR will help customers find the information they need and allow the contact centre to automatically route the customer to the best available agent.
8x8 includes 8x8 IVR with every 8x8 Contact Centre license
- Automatically route caller to best available agent
- On-line menu for creating call flows
- Self service administration interface for simple IVR edits
8x8 Intelligent IVR
A premium option available to 8x8 Contact Centre
8x8 Intelligent IVR connects callers to the best fit agents or departments by allowing them to simply speak the person or department’s name or make a request. Hospitality businesses have utilised the conversational AI capabilities to assist in the reservation process by acting as a virtual concierge for guests. Government organisations can use the 8x8 Intelligent IVR to assist motorists with a hands-free way to report and get information about traffic conditions 24/7. From retail to healthcare, the benefits of incorporating intelligence into the IVR can help provide a better customer service.
Benefits of 8x8 Intelligent IVR:
- Customer requests without using DTMF interface
- Increase efficiency (time value) of 8x8 Voice Agents
- Reduce system costs by reducing need for live agents
- Improve customer experience by reducing time to answer
- Allow live agents to better handle calls needing SME
- Progression toward 8x8 AI