inCall IVR built on Avaya
IVRs can be fast and customer-friendly. Our expert engineers will help design your IVR call center solution to simplify the customer experience, improve self-service, and even predict why they’re calling—all for faster resolution.
inCall IVR custom-designed
Our Interactive Voice Response (IVR) CX technology solution is custom-designed to meet your business needs and KPIs. The 24/7 automated IVR call center solution provides optimized self-service to improve containment and specialized call routing that matches customers to the right agents. Customer service agents have more context about a customer’s journey and intentions to determine the best outcome faster, increasing first call resolution, reducing operational costs, and streamlining information for more efficient service.
Key Features
- Built upon the Avaya Experience Portal platform
- Offers a high level of redundancy at both the server and the data center level
- Provides a wide variety of IVR templates based on industry-best practices using the VoiceXML 2.1 standards
- Leverages pre-built API integrations with a large number of service providers
- Offers text-to-speech capabilities in 73 different languages and professional voice talent to record IVR prompts and messages
inCall IVR key benefits
Full integration with Ubiquity’s automated call distribution platform and in-house computer telephony integration tool streamlines call center transfers and provides rich customer journey data.
Drive customer satisfaction
We pinpoint customer needs and make the support experience smooth and efficient.
Reduce costs per customer
We lower costs with a 24/7/365 automated system that offers convenient self-service and proactively routes high-value calls to a live agent for VIP service or upsell opportunities.
Scale and adapt quickly
Fast and flexible call-flow modifications and API integrations speed deployment and optimization.
Achieve strategic goals
We use IVR data to drive process improvements that align with your strategic initiatives.
Industry-leading security
Our IVR call center solution platform is PCI-DSS Level 1- and HIPAA-compliant as well as SOC 2 Type II-certified.
Geoff Smith
VP of Operations, Americas & AsiaPac, Carta Worldwide
“A good IVR solution is paramount for a positive customer experience. Ubiquity has become our trusted partner not only to build first-class IVR systems for our partners but also to develop the supporting analytics that help them understand how customers are using the technology, so we can continually optimize the customer journey.”