Voice Solutions

Deliver faster resolution with intelligent IVR software

Voice is still one of the highest-volume channels in any contact center. CSG makes it intelligent, routing calls accurately on the first try, deflecting them before they arrive, and delivering outbound communications that actually drive action.

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Inbound and outbound voice response for every engagement need

Get every caller to the right place on the first try

When 60% of inbound calls reach the wrong agent, the cost compounds instantly in wasted handle time, frustrated customers and unnecessary transfers. Natural language processing powered by 470 plus purpose-built models understands what a caller needs from the first words they say and connects them to the right agent, team or self-service flow automatically.

Natural language processing understands caller intent from open-ended, conversational prompts
470 plus purpose-built NLP models deliver up to 98% intent accuracy
Route to the right live agent, self-service flow or digital deflection path automatically
No rigid menus, no repeated information, no wrong transfers

Voice solutions tied to business outcomes

Our platform’s flexible templates, automation and analytics capabilities make it easy to create and send personalized, engaging messages.

Make money

Boost revenue by increasing speed to payment, improving collections and decreasing appointment no-shows through timely reminders.

Save money

Reduce costs by decreasing live agent calls and call handle time while increasing first call resolution.

Build brand equity

Strengthen your brand’s reputation by providing excellent customer service and timely, proactive communication, especially in critical moments.

Provide exceptional service to every caller

Our platform delivers efficient contact center interactions that leave customers saying, “That was easy.” 

Intent-based call routing

Our systems carry customers to the right self-service action or agent, assisting customers in the fastest and easiest manner.

Channel switching

Our omnichannel solutions lets customers pick up where they left off on your app or website, so they don’t have to start over.

Natural language processing

Customers can talk to the system in their own words instead of navigating complicated, frustrating menus.

Intelligent, reliable IVR

50%

cost reduction

>120k

Customer service representatives depend on CSG solutions

>1.8M

Million calls processed in ONE day

CSG Xponent: Where IVR meets the brand experience

Routing is where the call starts. Xponent is where it goes from there. When a call reaches the right agent, Xponent can trigger the next best action, coordinate follow-up across channels beyond IVR, and keep the journey moving whether the customer calls back, goes digital, or needs an escalation. One platform, no dropped threads. 

Discover CSG Xponent

Get started with voice solutions

Contact us today to learn how CSG can help you implement an intelligent IVR to enhance CX, reduce costs and boost revenue.

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Frequently asked questions

An interactive voice response (IVR) system is an automated telephone system that allows callers to interact with a company without speaking to a live agent. IVR handles incoming calls, presents options, and routes customers to the right destination or resolves their needs directly—whether through self-service automation or a transfer to the most qualified representative. Callers can make requests, receive or provide information, or leave messages. The interaction can be through a telephone keypad, voice responses, or both.

Traditional IVRs force callers through static menus: "Press 1 for billing, press 2 for support." AI-powered IVR instead asks, "Tell me how I can help you," identifies intent using natural language understanding and CRM data, predicts why the customer is likely calling, and routes them to the right resolution path on the first attempt. CSG's intelligent routing has helped a global tech company achieve 98% intent accuracy.