Interactive Voice Response (IVR) Call Center Solutions

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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 without the aid of a live agent. An IVR system enables customers to solve basic problems or answer basic inquiries on their own.

Integrating an IVR solution into your contact center system allows your customers to receive quicker, better service. Customers can easily find the status of a shipment, follow-up on an existing order, or request an agent depending on their specific needs. IVR systems increase customer satisfaction, customer service efficiency, reduce operational costs and boosts agent productivity.

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, 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.

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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. Through Bright Pattern’s journey-building IVR application, the Scenario Builder, you can prompt customers to input the required information via speech recognition or through their telephone keypad, automated responses, or route high-value customers to the most appropriate resource to satisfy their needs.

Once you have designed and implemented your business strategy with the drag-and-drop Scenario Builder application, you can use our data-rich survey capabilities to assess customer satisfaction and agent performance.

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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 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.

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Omnichannel Quality Management

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

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CRM Integration

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

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IVR Benefits

Faster service for routine tasks
Typical tasks such as checking a balance can be offered up automatically to customers for fast selection and service.
Faster first contact resolution
IVRs can be used to gather information to best route inquiries to the most appropriate agent for quick resolution versus multiple transfers.
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.
Reduced 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

Additional Bright Pattern Features

Unified Agent Desktop
CRM Integration
True Omnichannel
Cloud-Based
Intelligent Routing
AI-Powered Agent Assistance
Sentiment and Text Analysis
Interactive Voice Response
Built-in Quality Management
WFO and WFM Integration
Call and Screen Recording
Automated Bot Conversations
Drag-and-Drop Scenario Builder
All Digital Channels Supported
Automatic Call Distribution (ACD)
Click-to-Call, Click-to-Chat Capabilities

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 a leading provider of AI-powered omnichannel contact center software. Our contact center software is cloud-based and gives you access to powerful contact center technology for a reasonable, pay-per-use price. Bright Pattern’s software is loaded with features like best-of-breed AI, comprehensive omnichannel quality assurance, unified agent desktop, and CRM integration.

Bright Pattern has the highest ROI in the industry and the fastest time to deploy at half the time of the industry average. Our software guarantees fast ROI on your investment through powerful AI, advanced functionality, and omnichannel capabilities.

Adaptable for any industry, Bright Pattern can streamline and boost your CX operations, and deliver exceptional customer experiences on a global scale.
Omnichannel provides the ability to switch between channels effortlessly while the context of the conversation is maintained. Conversations that start as voice calls can be seamlessly switched to other channels like text messaging, messaging apps, video calls, and more, all while maintaining the context of the conversation at the agent’s fingertips. Omnichannel provides flexibility to both the agent and customer, and removes any silos in the customer journey that could lead to a disjointed experience.
Bright Pattern’s AI-powered contact center software provides tools like self-service, conversational IVRs, intelligent routing, and call flow management. These tools help streamline inbound interactions and get customers to the right resource in an efficient manner. Bright Pattern can help you reduce queue times, boost customer satisfaction, and provide an omnichannel experience.

With omnichannel technology, inbound interactions can come through on any channel and be transferred to any other channel easily. Interactions that begin with an inbound phone call can be transferred to channels like text messaging and video chat, with the full context of the conversation still accessible by the agent.
Yes! Bright Pattern is fully compliant with all major laws and regulations. Bright Pattern is fully HIPAA, TCPA, GDPR, SOC2, and PCI compliant. Read more on our compliance page.
Bright Pattern’s contact center software is flexible, dynamic, and cloud-based. Bright Pattern’s contact center solution can be tailored to any industry and any situation. Whether you are trying to improve the customer experience, add new digital channels, notify customers, improve customer service, or increase sales, Bright Pattern can help. Request a demo and see how we can tailor Bright Pattern’s to meet your most pressing business issues.

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