Self Service IVA/IVR with Multichannel Digital Interactions

• Reduce complexity of self-service management while significantly improving customer experience and increasing agent efficiency
• ‍Interaction flows for all channels at the same time in a user-friendly interface – design once, deploy anywhere
• ‍Low code / no code self-service interaction modelling

Feature List

Context Continuity (inside of CXP as well as through APIs)

Ensures customer interactions seamlessly transfer between self-service and live agents, retaining all relevant data. This reduces repetition, enhances efficiency, and delivers a consistent, personalized customer experience across interaction channels.

NLU / Transcription / Voice Bot

Uses natural language understanding, real-time transcription, and voice bots to enable conversational interactions. This simplifies navigation, improves accuracy, and delivers seamless, human-like customer experiences for self-service workflows.

BUI

Offers a web-based platform for configuring IVR workflows. It enables easy access, real-time updates, and intuitive management, streamlining setup and enhancing flexibility for creating seamless, customer-friendly self-service experiences.

Hotspot Analytics

Tracks, stores, and manages customer permissions for communication. It ensures compliance with regulations, builds trust through transparency, and empowers customers to control their communication preferences across all interaction channels.

Backend Connectivity (REST, SOAP, Databases)

Enabling real-time data access and updates. This ensures seamless interaction with backend systems, enhancing functionality, personalization, and efficiency in customer self-service workflows.

Layer (Adapt-to-me, e.g. based on Personas, Language, Customer Profiles and Experience)

Personalizes interactions by tailoring menus and responses to customer personas, language preferences, profiles, and past experiences. This enhances usability, fosters engagement, and delivers a more intuitive and satisfying self-service experience.

Dynamic Call Flow (e.g. multi level event handling, dynamic filtering of menu options, bargein, global commands)

Adapts menus and responses based on real-time customer inputs, preferences, or context. It ensures flexible, efficient interactions, streamlining navigation and improving the overall customer experience.

Reporting (Dialog Stats, Business Tasks, Call Volumes, Dominant Path)

Delivers actionable insights into system performance, user interactions, and call patterns. It helps identify trends, optimize workflows, and enhance customer experiences while aligning IVR operations with business goals for improved efficiency.

Open Architecture (bring your own MediaPlatform, Database, Operating System) / Driver Approach

Allows organizations to integrate their preferred media platforms, databases, and operating systems using a driver-based approach. This flexibility supports customized deployments, ensures compatibility with existing infrastructure, enhances scalability, and empowers businesses to create tailored, efficient, and future-ready IVR solutions aligned with their unique needs.

Disposable Apps (e.g. for payments or surveys)

Enable quick deployment of temporary applications, such as for payments or surveys. These apps streamline specific tasks, are easily configurable, and can be decommissioned after use, ensuring flexibility and operational efficiency.