IVR to Digital

Shift callers between channels. Seamlessly.

Move callers from the IVR to Digital channels for a better customer experience.

Nuance IVR to Digital is an innovative solution for contact centres that optimises the IVR experience by helping targeted callers move seamlessly from traditional phone calls to a digital experience with a virtual assistant or live chat.

Organisations can blur the lines between channels and eliminate silos across their customer service experience by connecting phone and digital channels for effortless interactions between agents, consumers and self-service.

Nuance IVR to Digital provides a better overall customer experience and enables organisations to reduce support costs, improve customer satisfaction and optimise their channel engagement.

Get our latest resources
IVR to Digital data sheet

IVR to Digital data sheet

Learn more about IVR to Digital, key features and the benefits to an organisation.

Get it now

Benefits

Reduce contact centre costs

Seamlessly move selected customer conversations away from contact centre agents to lower cost channels such as messaging, in-app or the web for both automated and human-assisted conversations.

Call centre executives can reduce call centre costs by increasing consumer self-service while still meeting customer expectations and preventing future calls by training customers to self-serve.

Improve customer satisfaction

In today’s digital world, consumers want answers quickly. Long hold times drive up frustration and caller abandonment. IVR to Digital can decrease waiting times by offering the caller immediate assistance.

IVR to Digital provides contextual transfers so callers don’t get lost or repeat themselves – resolving their issue faster for increased customer satisfaction. It also increases future self-service by allowing agents to teach customers, via a web co-browsing session, how to complete tasks and help themselves the next time an issue arises.

Optimise channel engagement

Sometimes talking to a contact centre agent isn’t the most effective way to manage an issue, as agent costs are higher than digital channels. Companies using IVR to Digital can move selected customer engagements seamlessly from the contact centre to more efficient, lower cost channels.

Moving lower level calls to digital channels increases contact centre agent productivity and improves their ability to focus on higher value or more complex queries.

Features

Increase efficiency and maintain control

Smart technology lets organisations effectively select and move the right calls while allowing customers to opt in.

Call targeting control

By specifying criteria or types of calls to target, organisations stay in control of which calls are moved and how.

Permission-based

The caller is in complete control as IVR to Digital only launches co-browse or transfers to chat after the user has accepted the invitation.

Contextual transfer

Seamlessly move targeted users from contact centre agents to digital channels while retaining the contextual information.

Support for all IVR and digital platforms

Nuance IVR to Digital works cross-platform. Organisations with a Nuance Conversational IVR or any other IVR system can integrate the handover to their digital channels.

Resources

Datasheets
  • Conversational IVR data sheet
    Learn more about Conversational IVR, key features, and the benefits to an organisation.
  • Nina data sheet
    Learn more about Nuance’s Nina virtual assistant, key features, and the benefits to an organisation.

Let us help you build the connection between your IVR and digital channels

Engage us