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.
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
Reach customers before they have a reason to call
Outbound voice communications triggered by real account events, a payment coming due, an appointment approaching, a service update ready, reach customers at the right moment without requiring a live agent to make the call.
Trigger outbound voice calls from real billing, payment and service events automatically
Remind customers of upcoming payments and due dates to reduce delinquency
Reduce appointment no-shows with timely, automated voice confirmations and reminders
Coordinate outbound voice with SMS, email and digital channels so messages never conflict
Resolve common issues without a live agent
Resolve more inquiries through voice self-service without a customer ever waiting for a live agent. Conversational AI makes the experience feel natural, and integration with customer data means answers are accurate and specific to that caller's situation.
Accept payments, update account information, and provide account status through voice self-service
Integrate with billing, payments, and service data so every answer reflects the real account
Prioritize high-value callers with dedicated call routing and reduced wait times automatically
Voice as part of one connected customer experience
A voice call does not happen in isolation. When a customer called yesterday, chatted this morning and is now calling again, the agent should already know that. CSG connects voice to the full omnichannel journey so context flows across every channel, outbound voice coordinates with SMS and email without conflicting, and the experience feels consistent regardless of how a customer chooses to reach you.
Share customer context across voice, SMS, email and digital channels from a single platform
Suppress outbound voice when a customer has already responded through another channel
Trigger voice as an escalation when digital channels have not driven a response
Maintain a single interaction record across every channel for agents and analytics
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.
Neural text to speech
Advanced technology generates natural-sounding voices for automated messages that convey your unique brand.
Answering machine detection
Save time and effort by automatically detecting answering machines to either leave a custom message or try again later.
Integration
Our solution is contact center software agnostic and can be integrated with other communication channels to provide a simplified experience.
Intelligent, reliable IVR
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.
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.
Frequently asked questions
Related resources
2026 Gartner Magic Quadrant for Customer Journey Analytics and Orchestration
Don't Hide the Humans: Why a First Contact Resolution Approach to AI Will Be Key in Customer Care
2026 State of the Customer Experience
