Interactive Voice Response

Put the voice of the customer back into Interactive Voice Response. Connect customers with the resolution they want by letting them say what they want—and do it all with CSG.

Customers Are Calling

One of the biggest challenges facing businesses, especially those handling complex inbound traffic, is connecting customers with the right agent or helping them self-serve. Disconnects, transfers and long hold times drive up costs while driving down customer satisfaction.

CSG Interactive Voice Response (IVR) is an enterprise inbound voice services package customized to your business needs. CSG IVR can be provided as a simple inbound application for cost-effective self-service, or as a more comprehensive interactive voice application customized with integrated text-to-speech and speech recognition capabilities. Build your own IVR application with our platform-as-a-service, or let our experienced team build it for you.


Handling Inbound Calls at Scale

CSG’s IVR solution is a completely automated customer communication platform. Our solution helps you reduce operational costs and improve the customer experience. We’ve designed our call flows to be as seamless and friction-free as possible. Let customers simply say what they want and the solution will understand their intent with Natural Language Processing (NLP). We processed over 1 billion IVR minutes last year, so we know how to manage calls at scale.

Let Automation and Agents Work Together

If customers have a simple request, let the IVR take care of it. We automatically assign the call to a customer self-service application or the appropriate contact center agent based on their skills. If customers have complex questions, we’ll route them to an agent so they can get their problems solved.

Protect Customer Conversations

Each customer is unique—and so is their voice. Add an extra layer of security with authentication. Prompt customers with PIN-based voice authentication and save a recording of it. When they call in again, all they have to do is speak and the system will recognize them.

Take Control of Your IVR

No more expensive and time-consuming integrations. Speed up voice application development and deployment with our APIs. Choose your programming language—you’re in full control of how your IVR is designed.


Portfolio

Interactive Messaging

What defines good customer experience changes as frequently as the communication channels customers use. CSG can help you balance the demands of different customers in a way that’s scalable, affordable and effective.

Conversational AI

Deploy Conversational AI (artificial intelligence) so your customers can communicate naturally with applications, websites and devices across channels.


Resources

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Webinar Recording: Great CX Cuts Cost and Drives Business Results

Video | 67.2 KB

59% of companies agree customers are demanding more personalization but there is a gap between the companies with the resources to create cohesive ...

The Agility Imperative: How Banks’ Contact Centers Can Adapt and Scale to Serve Tomorrow’s Customers

White Paper | 2.5 MB

A contact center can either be a bank’s epicenter of customer experience (CX) breakdown or, with the right transformation, the omnichannel hub th ...

State Government Rapidly Launches IVR to Respond to Crisis

Customer Story | 49.5 KB

Following mass layoffs during the recent pandemic, a state labor department’s inbound call volume surged to more than 1,500 times its normal dail ...

Conversational AI for Your Remote Workforce

Data Sheet | 442.9 KB

As businesses see more of their workforce go remote, their HR and IT departments strain to respond to increased support requests from employees. Wi ...

Forrester Study: Great CX Cuts Cost And Drives Business Results

Industry Report | 14.0 MB

CSG commissioned a Forrester study covering how end-to-end CX solutions break down silos and optimize data management.

Read a commissioned s ...

The Agility Imperative: How Contact Centers Can Adapt and Scale to Serve Tomorrow’s Customers

White Paper | 2.5 MB

Today’s contact centers are not ready. They struggle to adapt to call spikes. They can’t track customers to anticipate their needs. At the same ...