- Handle routine or repetitive customer inquiries easily with self-service options using the latest in conversational AI technology
Interactive Voice Response (IVR)
Interactive Voice Response (IVR)
First impressions matter. And today, more and more customers look to self-service first, making it a critical touchpoint in the customer journey. Self-service can no longer be “good enough,” rather, the experience must make a powerful impact to meet and exceed customer expectations. With 8x8 IVR and Intelligent IVR, organizations can keep innovating to improve and expand their self-service options.
Key benefits
- Easily build or edit any IVR path using a graphical, intuitive drag-and-drop interaction designer
- Capture and report on insights using built in reporting and analytics tools specifically designed to analyze the customer journey within 8x8 IVR
- Intelligently route calls to the most qualified agent for faster call resolution
- Handle routine or repetitive customer inquiries easily with self-service options using the latest in conversational AI technology
- Easily build or edit any IVR path using a graphical, intuitive drag-and-drop interaction designer
- Capture and report on insights using built in reporting and analytics tools specifically designed to analyze the customer journey within 8x8 IVR
- Intelligently route calls to the most qualified agent for faster call resolution
8x8 Contact Center allows you to customize self-service experiences
8x8 IVR
Self-service is critical to optimizing routing decisions and improving self-service options. That’s why 8x8 IVR is included with every Contact Center license. To help you more fully understand and act on customer journey insights, this fully integrated solution includes advanced reporting, native CRM, and customer experience analytics.
8x8 Intelligent IVR
Deliver more consistent and effortless self-service experiences as you incorporate AI into your CX journeys. 8x8 Intelligent IVR is a speech-enabled voice response system that leverages analytics and AI to provide intelligent self-service options for incoming callers using routing options built with an intuitive call flow designer.
8x8 Contact Center allows you to customize self-service experiences
8x8 IVR
Self-service is critical to optimizing routing decisions and improving self-service options. That’s why 8x8 IVR is included with every Contact Center license. To help you more fully understand and act on customer journey insights, this fully integrated solution includes advanced reporting, native CRM, and customer experience analytics.
8x8 Intelligent IVR
Deliver more consistent and effortless self-service experiences as you incorporate AI into your CX journeys. 8x8 Intelligent IVR is a speech-enabled voice response system that leverages analytics and AI to provide intelligent self-service options for incoming callers using routing options built with an intuitive call flow designer.
8x8 Contact Center allows you to customize self-service experiences
8x8 IVR
Self-service is critical to optimizing routing decisions and improving self-service options. That’s why 8x8 IVR is included with every Contact Center license. To help you more fully understand and act on customer journey insights, this fully integrated solution includes advanced reporting, native CRM, and customer experience analytics.
8x8 Intelligent IVR
Deliver more consistent and effortless self-service experiences as you incorporate AI into your CX journeys. 8x8 Intelligent IVR is a speech-enabled voice response system that leverages analytics and AI to provide intelligent self-service options for incoming callers using routing options built with an intuitive call flow designer.
8x8 Contact Center allows you to customize self-service experiences
8x8 IVR
Self-service is critical to optimizing routing decisions and improving self-service options. That’s why 8x8 IVR is included with every Contact Center license. To help you more fully understand and act on customer journey insights, this fully integrated solution includes advanced reporting, native CRM, and customer experience analytics.
8x8 Intelligent IVR
Deliver more consistent and effortless self-service experiences as you incorporate AI into your CX journeys. 8x8 Intelligent IVR is a speech-enabled voice response system that leverages analytics and AI to provide intelligent self-service options for incoming callers using routing options built with an intuitive call flow designer.
Learn more about 8x8 IVR & Intelligent IVR
Simplify administrative effort
Build customized interaction workflows with easy to use scripting tools that help reduce time and effort typically spent on making adjustments to self-service experiences.
- Change caller options on the fly, without IT involvement, to stay in line with latest business programs and priorities
- Maintain optimal call processing and avoid high abandon rates due to long wait times
- Scale to support unusual business levels without adding live agents; simply adjust call flows to address business requirements, seasonal fluctuations, etc
Ignite self-service & improve CX
Intelligent IVR software provides new ways to enhance self-service by incorporating AI to transform antiquated or frustrating IVR experiences.
- Reduce wait time with more efficient call handling and processing
- Increase first contact resolution by better subject matter identification and agent correlation through CRM integrations and data dips
- Automatic Speech Recognition (ASR) and Natural Language Processing (NLP) allows for detailed data capture to enable better system analysis and easier identification of potential customer journey issues
Reduce operational costs with highly efficient IVR self-service
Connect customers directly with an effective self-service option to address their needs without live agent assistance.
- Automate routine inquiries to help limit the need for a live agent to assist with all interactions
- Utilize your most expensive resources for complex, sophisticated tasks
- Reduce costs while achieving service levels as you minimize unnecessary transfers
- Capture rich data within the IVR paths to understand where you may need to make adjustments
Empower your agents & alleviate frustration
Transform your agents’ day-to-day responsibilities by providing more opportunities to focus on interesting and stimulating work that requires critical thinking skills.
- Improve retention as agents feel valued while performing more specialized tasks
- Hone agent skills by offering more opportunities to handle complex issues
- Reallocate agent time from repetitive tasks to higher value opportunities
Other related features
CX Analytics
Groundbreaking tool to provide visibility into customer interactions.
Quality Management
Help your agents shine with tailored coaching.
Speech Analytics
Valuable insights for your call center.
Digital Channels
Enhance customer experience with digital channels.
Other related features
CX Analytics
Groundbreaking tool to provide visibility into customer interactions.
Quality Management
Help your agents shine with tailored coaching.
Speech Analytics
Valuable insights for your call center.
Digital Channels
Enhance customer experience with digital channels.
Other related features
CX Analytics
Groundbreaking tool to provide visibility into customer interactions.
Quality Management
Help your agents shine with tailored coaching.
Speech Analytics
Valuable insights for your call center.
Digital Channels
Enhance customer experience with digital channels.
Other related features
CX Analytics
Groundbreaking tool to provide visibility into customer interactions.
Quality Management
Help your agents shine with tailored coaching.
Speech Analytics
Valuable insights for your call center.
Digital Channels
Enhance customer experience with digital channels.
Trusted and recognized
8x8 named a Leader in the 2024 Gartner Magic Quadrant for UCaaS and recognized in the 2024 Gartner CCaaS Magic Quadrant.
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