What is Cloud IVR?
The term Cloud IVR refers to the availability of Interactive Voice Response (IVR) as a Service (IVRaaS) platforms and functionality, benefiting from the use of cloud-based technologies. Cloud IVR is offered through a consumption-based model and provides an always-on, modern IVR platform, giving businesses the opportunity to enhance the customer journey as well as optimize overall agent interactions.
Legacy IVRs hold your contact center back…
For years, the default position for contact centers has been to procure an on-premise Public Branch Exchange (PBX) switch with Automatic Call Distributor (ACD) functionality, which usually comes equipped with a built-in, but rudimentary, IVR module from a handful of large industry players.
On top of the huge upfront investment, costly support and maintenance, and the perpetual upgrade cycle, gaining access to advanced IVR features such as speech recognition, customer self-service, Computer Telephony Integration (CTI), or other business process improvements required additional investment and a choice between hiring an in-house IVR developer or outsourcing development to a third party. The former would leave you with a stranded resource once the project was done, while the latter would stick you with a huge professional services bill.
Cloud IVR changes the game…
With the widespread availability of cloud virtualization and Session Initiation Protocol (SIP) call delivery over virtual interconnects, times have changed. The advent of Cloud IVR offers the ability to migrate legacy IVR functionality and associated business processes to the cloud. Gone are the days of IVR requiring daily maintenance and upgrades, expensive professional services for simple changes, and valuable data center real estate.
Cloud IVR provides an up-to-date, cloud-based IVR experience that is available, supported and monitored 24x7x365. Cloud IVR is delivered on a consumption-based financial model with better time to market and better reliability than legacy on-premise solutions. In addition, Cloud IVR grants the flexibility to ramp up and down depending on seasonal call volumes, maximizing financial benefit.
Such Cloud IVR platforms give businesses immediate access to highly skilled, expert IVR developers to supply the complex IVR applications that a modern contact center needs, including but not limited to personalized and contextual customer self-service applications with multi-lingual speech recognition/natural language understanding, automation and virtual agent capabilities, visual IVR, payments IVR, surveys, and voice biometrics. Such functions increase first call resolution, drive channel deflection, improve customer satisfaction, and protect your business’ financial and privacy interests.
Conduit Global is here to help…
CX100 Cloud IVR delivers a cost-effective solution that provides businesses with the ability to right-size and modernize their IVR functionality by migrating to a reliable, robust, fully cloud-based IVR platform. CX100 Cloud IVR is designed to integrate directly with any contact center platform, from on-premise to cloud, such as the CX100 Omnichannel Contact Center as a Service (CCaaS) solution, creating synergies that enhance the customer journey from beginning to end.
Director, Sales and Solutions Engineering
About Casey O’Brien
Casey is responsible for providing 360 degree IT and digital solutions for Conduit Global’s Cloud and BPO business activities. Casey has over 18 years’ experience in IT, including 10 years designing and deploying IT solutions for public and private sector enterprises alike, and is passionate about helping organizations increase the efficiency and lower the cost of technology solutions and delivery.
About Conduit Global
Conduit Global is transforming customer engagement in the digital era. CX100, our global CCaaS platform, supports enterprises of all sizes in private and/or public cloud environments, enabling true digital transformation. For more information, please visit www.conduitglobal.com.