An interactive voice response, or IVR, is a technology enabling customers to interact with a computer through DTMF tones by pressing buttons on the telephone keypad - enabling you to dynamically route calls based on what you know about your customers.

Handle large call volumes simply

IVRs give your callers a simple and intuitive way to access self-service options along with the ability to be connected to a live agent. This makes it easier to handle larger call volumes without having to hire new staff and enables you to improve customer service by quickly routing calls to the right person or department.

Join the dots across the entire experience

“The IVR accounts for 27% of the total call experience. However, only 7% of organizations currently offer an IVR solution that delivers a better experience (CSAT) than their live agent experience.”

JD Power & Associates, 2013


IVR can also be used to more effectively manage your inbound call traffic. Offering your customers, a call back service means they avoid the wait and you can even out the peaks and troughs.
With its seamless integration with Salesforce® the callback request is routed to agents complete with all the customer information an agent might need to give first class service.

How we’ve helped

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Paysafe’s new global customer support centre achieves 20% efficiency uplift with NewVoiceMedia

See the case study

“Our contact center never goes to sleep. We serve a global audience – that means the accessibility and flexibility of languages and time is very complex.”

Vice President Sales & Operation
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