IVR

Help customers get answers fast and route them where they need to go with our IVR solutions

A voice self-service solution to accelerate resolution, improve routing and cut costs using automation. Help route your customers to the right agent or department in your contact centre and deliver recorded responses for frequently asked questions.

Create menus with options for callers to choose from through key presses or voice commands, and route to agent groups, voicemail, external numbers, or additional menus.

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Why use an IVR?

Improve customer experiences and boost customer satisfaction levels by using intelligent routing to resolve customer calls quickly and efficiently. Ensure your customers are routed to the right departments so they can easily resolve their problems/queries.
Reduce waiting times: streamline call routing and connect your customers to the right agents with partial or full automation
Increase First Contact Resolution rates by routing callers to the most suitable agents or departments. With skills-based routing, you can route customers to the most qualified agent, reducing the need for them to transfer the call.
Save your customers and your agents time: deflect common questions with pre-recorded messages for FAQs like opening hours or promotions
Configure personalised IVR messages and prompts. Record customised greetings, messages and prompts to give your customers a more personalised experience.
Prioritise calls based on value: when a high-value customer calls, your IVR can route them to the agent most qualified to meet their needs. If all your agents are busy, they can be placed at the front of a queue.
Handle high call volumes easily: automatically direct callers to the agent/department most capable of meeting their needs, or callers in a queue when all agents are busy.
Boost agent engagement: automate front-end data collection and reduce repetitive tasks like processing bill payments and updating account records.

Integrate your IVR with your ACD and make it simple to share data between systems so your customers don't have to repeatedly provide the same information.

Learn more about our Outbound Solutions
Automated speech recognition and text-to-speech in multiple languages makes it easy to voice verify a customer’s identity and use conversational voice for self-service. Our IVR supports touch tone (DTMF), Advanced Speech Recognition (ASR) and Text-to-Speech (TTS).
Centralized IVR system means that no matter where your teams are located, your customers can access the same interface.

What Our Contact Centre Customers Are Saying...

Leading Energy Provider Takes Customer Service to the Next Level with Omnichannel Customer Experience

See how Shell Energy’s 1,400 agents used our platforms to reduce AHT by 50% and save £2 million in annualised operational costs.

Energy Disruptor Launches Omnichannel Service in a Digital-First Environment

Social Energy needed a customer service platform which would enable them to scale quickly help them deal with complex queries across multiple channels.

Leading Retailer Improves Contact Centre Health and Achieves 10% Efficiency Savings

Holland & Barrett’s omnichannel service platform allowed them to handle a 500% increase in contact volume and launch a dedicated HR line for staff in <72 hours.

Health & Leisure Organisation Implements Cloud Contact Centre Technology to Support Flexible Working, Improve Stability & Increase Flexibility

See how moving to the cloud meant Nuffield Health’s 630 agents could deliver a high level of service and customer experience.

Registered Charity Move Their Interactions Handling to the Cloud - Whilst Empowering Advisors to Work Remotely

See how moving to the cloud meant Teign Housing's advisors could get a handle on multiple interaction channels.

UK Tourist Attraction Optimises The Help Centre and Transforms Customer Interactions

Longleat Enterprises get the most from Zendesk platform and introduce new self-service capabilities to manage demand.

Global Luxury Hospitality and Leisure Company Leverages Best-in-Class Platforms to Unify CRM and Contact Centre and Empower Personalised Customer Service

Belmond prioritises intelligent interaction routing and increased data insights with NICE CXone – implemented by Route 101.

E-commerce business uses ai-powered automation to resolve 2,000 tickets per week

musicMagpie uses Zendesk and DigitalGenius to manage inbound contact and halve resolution times.

BPO uses cloud contact centre software to double capacity during the pandemic

Teleperformance UK Group worked with Route 101 to implement NICE CXone - enabling the business to scale at speed and meet unprecedented levels of inbound demand.

Utilities Company Take the Next Step in their Service Journey, Delivering a Continuous Omnichannel Experience with Uninterrupted Operation

Route 101 help Wales & West Utilities take the next step in their service journey, deploying Lifesize CxEngage and Key IVR to deliver a continuous omnichannel experience with uninterrupted operation.

Equipment Rental Group Power Omnichannel Service in the Cloud with Route 101

Brandon Hire Station boost sales and CSAT with Route 101 and partners.

Online makeup and skincare retailer and subscription service fully automates 40% of its transactional queries

Beauty Pie work with Route 101 and Digital Genius to automate its operations.

Route 101 helps a rewards club to rebrand and relaunch the customer service estate with Zendesk

Learn how Virgin Red revamped the existing Zendesk platform to fully optimise its help centre and provide customers with self-serve capabilities.

UK’s automotive contact centre transforms technology set-up to drive operational improvements

Route 101 empowers Mitsubishi Motors UK to optimise its Zendesk instance and equips its team with expertise to manage and grow the platform.

Route 101 helps an events and exhibition venue to future-proof its customer services before a major international event

Route 101 supports ACC Liverpool in implementing Zendesk to allow its team connect more effectively with customers and serve across multiple channels.

Government agency streamlines its casework management and maximises efficiency with Route 101's help

Route 101 implements Zendesk Suite Enterprise for efficient and automated management of customer service enquiries at PINS.

A leading national supplier of rental equipment elevates its customer service with a bespoke omnichannel solution

Learn how MEP Hire worked with Route 101 to improve hire desk user experience, efficiency, and productivity.

See More Customer Stories

Conversational IVR solutions for self-service

Make it simple for your customers to ask questions over the phone and answer frequent queries without needing to take up live agent time.

Traditional IVR would require several prompts to eventually route the customer to the appropriate agent queue. With intelligent voice automation and a natural language IVR, your customers can ask open-ended questions and receive answers drawn straight from your knowledge-base.

The open-ended nature of natural language dialogue coupled with the ability to capture information from your customer means it’s easy to automatically identify their issue and provide the right resolution or, in the case of complex issues, direct to the right department.

Biometric IVR solutions for Real Time Authentication (RTA) and fraud prevention

Improve security | Reduce operational cost

End-to-end authentication and fraud prevention for contact centres.

Using voice biometrics, you can automatically verify a caller’s claimed identity within the first few seconds of a call through natural conversation with an agent. Using the same voice print across channels, you can effortlessly authenticate in the IVR and/or mobile application.

By combining voice biometrics with additional authentication factors, RTA offers risk-based authentication across multiple channels. When customers call in, verify their voice, phone number and device automatically, without interrupting the interaction.

The best part? You don’t need to worry about selecting the right authentication factor – it’s an all in one solution which will automatically apply the right factor(s) at the right time. No complex integrations or deployment processes, and no hidden costs.

Working with your business to build a customer engagement strategy

At Route 101, we understand that the right technology means nothing if there’s no strategy behind it. That’s why our experts will work with you to develop a robust customer engagement strategy – identifying the best tools and techniques to keep your customers happy.

Define your success benchmarks and identify the actions and the behaviours you’ll need to drive the desired results.
Identify the key tools and techniques you’ll need to adopt
Roll out your customer engagement strategy across the business.
Measure your success and continuously improve.