AI-Powered Conversational IVR

What is Interactive Voice Response (IVR)

Interactive Voice Response (IVR) is a self-service technology that allows customers to interact with a contact center through a touch tone keypad or voice input An IVR platform mimics human assistants and directs respondents to the right resource based on IVR prompt or the caller’s response. An IVR system enables customers to solve basic problems or answer basic inquiries on their own.

Integrating an IVR solution and IVR phone system into your call center software allows you to deliver customer support much more quickly, route callers to the right resource, quickly handle incoming calls and inbound calls, and handle high call volumes with ease. Customers can easily find the status of a shipment, follow-up on an existing order, get appointment reminders, or request an agent depending on their specific needs. IVR systems and IVR technology increases customer satisfaction, customer service efficiency, reduces operational costs and boosts agent productivity.

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Bright Pattern IVR Options

Bright Pattern offers two kinds of IVR: a traditional IVR that prompts callers to select a number from a menu of options, and a conversational IVR that allows you to speak naturally and describe what you want in your own words.

Aside from advanced IVR functionality and tools, Bright Pattern’s contact center software is fully omnichannel, supporting conversations across all communication channels, like text, sms, e-mail, voice call, live chat, and more. Our contact center software builds upon basic call center functionality, like IVR, ACD, and predictive dialing, and adds advanced features such as omnichannel capabilities, CRM integration, and AI integration.

Align with your Business Strategy

Bright Pattern’s IVR solution adapts your customer service strategy to your business strategy to create a better customer experience. Customize the IVR flow to match the IVR experience your business wants to deliver. Through Bright Pattern’s journey-building IVR application, the Scenario Builder, you can prompt customers for input into the IVR menu through voice recognition and speech recognition or through their telephone keypad.

Once the workflows are set up in your call center solution, you can leverage customer data through Bright Pattern’s integrations with customer relationship management, or CRM, systems. Deliver personalized customer experience while quickly meeting caller’s needs.

Traditional vs. Conversational IVR

There are two kinds of IVR systems. Traditional interactive voice response systems typically prompt callers to select a number from a menu of options and will route calls or provide service depending on the option selected. Conversational IVR solutions utilize speech recognition to allow users to speak naturally and describe what they need in their own words.

Bright Pattern’s conversational IVR application and solution utilizes artificial intelligence (AI), Natural Language Processing (NLP), Natural Language Understanding (NLU), and speech-to-text technologies to deliver a more natural customer experience that closely replicates the experience of talking to a real agent over the phone.

Unified Agent Desktop

Our omnichannel contact center solution gives your organization the ability to seamlessly communicate with clients throughout their entire customer journey.

Omnichannel Quality Management

Ensure consistently excellent customer experiences and optimize call center performance with AI-powered OmniQM.

CRM Integration

Track the customer journey with your business on any channel. Integrations with all CRM providers or your own system of records.

IVR Benefits

Faster Service for Routing Tasks

Typical tasks such as checking a balance can be offered up automatically to customers for fast selection and service.

Faster First Contact Resolution (FCR)

IVRs call flow can be set to gather customer information and analytics, then perform call routing to the best suitable agent.

Increased Customer Satisfaction

Customers who are routed to the best resource or department with the right information get their issue resolved faster, resulting in higher CSAT.

Easier Navigation Based on Needs

The IVR provides customers choices to solve their particular issue, whether it be account lookup, making payments, or speaking to a particular agent.

Reduce Operational Costs

Digital assistants can act as automated receptionists. They can handle basic inquiries and direct a customer’s callback, saving money and increasing profits.

Improved Agent Productivity

IVR systems can gather basic information and route customers to the best and highest-skilled agent to handle the customer service interaction.

Better Customer Service

IVR self-service can reduce customer wait time and call volume, resulting in time savings for both the customer and the company.

Anytime, Anywhere 24/7 Access

Customers can receive service whenever they choose and are not limited to business hours and weekday schedules.

Optimize Company Resources

Saves money on labor, lower customer queue times, improve call flow, automate routine activities, and stay available for the customer at all times.

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Additional Applications

An IVR self-service application helps direct inbound calls and outbound calls to the right destination in the best route possible. The goal of a voice response system is to help the caller reach their desired destination as quickly as possible, improving the customer experience.

Capture Customer Information

An IVR system can also be designed to extract information from callers that are used for other purposes. Information like phone numbers, account numbers, and credit card info can be collected through an IVR application. Businesses can set up surveys to obtain valuable data from their customers, after the call is done.

IVR data can help businesses and call centers anticipate events or times that typically trigger increased call rates, so that they can manage increased demand.

CRM Integration

Sales departments have also employed IVRs so that customers can place orders over the phone. For example, during political campaigns, an IVR can place robocalls with political information. Combining an IVR’s outgoing call capabilities with survey technology is a great way to reach out to voters or consumers to gather poll data.

In addition, IVRs can be used to produce transcriptions of audio content, which is then transferred to databases, to the cloud, or to individuals via email.

Powerful Integrations

Microsoft
Zoho
Salesforce
Zendesk
Pipkins
NICE
Aspect
Oracle
Monet

Additional Bright Pattern Features

Why Clients Love Bright Pattern

“The ease of implementation for chat has enabled us to quickly build and turn chat on for our customer facing sites in less than a day.”

Derek G.

Director of Contact Center Operations

“It is an extremely robust, while easy to use software. It can handle massive telephony centers with ease while maintaining competitive telco charges.”

KC R.

BPO Technology Lead

“Great product and a great team. The product has worked as designed and has been very reliable. The call quality has also been excellent. The scenario tool is very powerful. It is also well integrated into Zendesk.”

Sean Rivers

Director of Operations Technology

“We have switched over from Interactive Intelligence 3 years ago and have been really happy so far. We had 100% up-time and enjoy the cooperation with their software developers and management team.”

Othmar B.

VP Marketing

“I answer all my calls from clients on retail with softphone and I can work at home effectively too. It is a way for me to judge my productivity and see how many emails I am answering with the dashboard that is displayed. ”

Julie T.

Retail Support Representative

“The system was very easy to setup along with training and onboarding from the Bright Pattern team. We use Bright pattern for inbound transactions, such as incoming calls, emails and chat. The reporting tools are easy to use and propvide the SLA data required for our partners.”

Sal Y.

Head of Customer Support

Frequently Asked Questions

Bright Pattern is the perfect digital cloud platform for a contact center that wants to implement the best conversational IVRs with machine learning. Bright Pattern’s IVR beats legacy IVR systems by using intelligent, best-of-breed AI that is capable of understanding customer dialog, dialogues, or query. With text-to-speech, or TTS, capabilities, Bright Pattern powers self-service with voice interactions, something that legacy IVR systems and legacy systems can not do.

Bright Pattern’s self-service options allow for the automation of routine tasks like answering simple questions, checking account balance, making announcements, appointment setting, and other new use cases. Automation helps support agents handle high call volume and handle long queues while meeting and exceeding customers’ expectations for self-service. With an intelligent conversational IVR, agent productivity is improved and the journey for the caller can carry on effortlessly without the need to queue for the next appropriate agent.

Besides the best conversational IVRs, Bright Pattern also supports integrations with any CRM, both third parties and native record management systems. This means caller information can be taken from the caller, and personal information of the customer can be utilized by call center agents when human interaction finally begins. Finally, with the CRM integration, callers can be identified after their first time connecting with the contact center. For example, the next time the caller calls into the contact center, the interactive voice response system can ask for the customer’s account number. This can help the IVR application identify the caller in the CRM, leading to better self-service and a smoother customer journey. Accurately determine a caller’s intent, even before connection with a live agent.

Bright Pattern’s sophisticated IVR technology, IVR phone system, and tool can be customized with specific workflows to match any use case and query that is requested of it. A specific process or IVR script can be set in the inbound IVR system or automated phone system so that a customer’s query is sent to the right person and right place for the fastest possible resolution. Customize menu options and IVR prompts to best support your customers, and make it so that your IVR call center mimics human assistants.

For example, Bright Pattern’s IVR software can start with a greeting of the customer as part of its scripts. After the greeting of the customer, the customer can pick from a wide variety of menu options that are determined by the preferences set by a customer service agent within the IVR application. After picking the right option for the query of the person, the conversational IVR will understand the request of the user, and determine what the best course of action is to resolve the person’s request. The IVR can then perform routing of the conversion to other channels. For complex requests, the IVR can connect the customer to a live agent. The interaction will be distributed to the right agent through the automatic call distributor, or ACD system, that Bright Pattern utilizes.

Bright Pattern’s cloud call center software is perfect for inbound call centers. Bright Pattern utilizes an interactive voice response system with natural language, or natural language IVR, to process customer speech, leading to a more conversational approach in the menus. This makes the IVR feature of Bright Pattern one of the digital touchpoints your call center can use that is very personalized. Incoming callers going through the IVR menu get a personalized experience, much like being helped by a conversational assistant. This can help reduce call abandonment and help CX teams reduce queue times.

Aside from the IVR system, Bright Pattern also utilizes omnichannel communications within the cloud contact center solution to reduce friction in the customer journey by allowing customers to choose any channel of their choice to communicate with your contact center agents.

Bright Pattern also utilizes other features, such as comprehensive CRM integrations, omnichannel quality management, and more to make the customer and agent experience exceptional while boosting key metrics for your call center.

Omni QM is Bright Pattern’s quality management system that enables admins and call centers to monitor call center performance through a variety of key performance indicators, like uptime, first call resolution (FCR), average handle time (AHT), and customer satisfaction (CSAT). Monitor 100% of interactions on all channels with Bright Pattern’s omnichannel platform. Ensure that the customer experience is exceptional on all channels, and all incoming calls or incoming messages are positive experiences for the customer.

Omni QM makes it easy for your call center admins to monitor the entire contact center from one unified dashboard. Omni QM also allows supervisors and admins to perform real-time intervention on any channel. For example, if a negative interaction is detected on any form of telecommunications or any channel of communication, admins can redirect the call to a retention specialist. The scripts of the conversation are saved for review and agent retraining. With Omni QM, make every experience, including the IVR experience, a great one.

Bright Pattern’s conversational platforms are omnichannel, meaning that agents and customers can have conversations on any channel, and switch the conversation between multiple channels. This includes digital channels like chatbot, SMS, and messenger apps, as well as traditional channels like voice and email. 

Bright Pattern’s omnichannel capabilities are both inbound and outbound. For inbound interactions, callers can be routed to the right person, especially to an agent in an important role who is suited to help that specific issue. This interaction can take place on any channel and interactions can be transferred to specific departments over any channel. With the addition of an IVR system powered by natural language, analytics, and advanced algorithms, running an inbound call center can be an efficient, frictionless part of your business’s CX strategy. This reduces hold times, helps control call volumes, and increases ROI for your business.

For outbound interactions, Bright Pattern’s contact center solution utilizes an automated phone system and predictive dialers that can quickly dial and skip automated responses. Bright Pattern’s call center solution allows customers to callback as well on any channel, increasing satisfaction and leading to a positive customer experience. Bright Pattern’s outbound dialing capabilities can be utilized as part of your CX strategy, and power your outbound CX strategy to be efficient, yet personalized.

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