Interactive Voice Response:
Self-Service Made Easy

What Is Interactive Voice Response (IVR)?

Interactive Voice Response (IVR) technology is a phone-based customer self-service system by which customers can get information and perform basic functions through the phone system without the aid of a live agent. IVR is often used for purposes such as checking an account balance, making a payment, or resetting a pin number.

One of the pitfalls of IVR is that it can confuse customers, who then choose to bypass the automated system. However, with Five9, it is easy to design an intuitive self-service system that utilises Five9’s advanced voice recognition technology, helping your customers solve problems faster, freeing up time for your agents to focus on higher-value interactions and boosting your customer satisfaction scores.

Based on studies conducted by the Aberdeen Group

Cut Costs, Free Up Agents

Five9’s IVR enables you to cut costs by automating routine calls. This allows your agents to focus their time and energy on higher-value interactions.

Easy to Design

Set up and make changes to your IVR system easily using the drag-and-drop Five9 IVR Designer. Add new prompts, callback options, or data queries in seconds.

Streamlined Experience

Quickly identify customers and personalise the self- service flow. Data collected by the IVR is routed through the Five9 ACD, ensuring knowledgable support.

Five9 offers automation and efficiency, which keeps our costs low and helps us translate those benefits to our clients.
Sajan Choksi
Innovative Vision

Datasheet: Inbound Contact Centre

Business moves fast; so should your contact centre. Learn about the robust features of the Five9 Inbound Contact Centre can help you take your customer service to the next level.

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Inbound Contact Centre Features

ACD with Call Distribution Algorithms

Skills-Based Routing

Priority Routing

Time-of-Day Routing

Voicemail Routing

Web & Queue

Incoming Call Whisper

Toll-Free Numbers

IVR with Intuitive Script Designer

IVR Scheduling

Professional Prompts for Self-Service

Text-to-Speech & Speech Recognition

In-Queue & Estimated Wait Time

CTI Screen Pop

Post-Call Surveys

CRM Integrations

Agent Desktop

Contact Database

Softphone

Call Recording

At-Home Agent Capabilities

Easy-to-Use Administration Tools

Real-Time, Historical, & Custom Reports

Drag & Drop Script Design

Agent Scripting

Five9 Is the Backbone of Customer Service Excellence

Customer Service & Support

Earning your customers' business takes a great deal of effort and expense, but losing customers is far too easy. Whether your customers are looking for quick answers or help through a complex process, Five9 provides an all-in-one solution to give your customers a great experience on their terms.

Guide Customers to the Answers

Routing, self-service, and screen-pop capabilities guide your customers to the right answer or agent based on your business objectives and contact centre activity. Powerful routing algorithms segment and direct callers to the agents that are best equipped to help them. Automated self-service prompts improve agent productivity so they're not repeatedly answering routine calls.

Design, Deploy, & Deliver Excellence

It pays to design your contact centre for efficiency and excellence. Five9 has an intuitive design and easy-to-use administration tools developed specifically for business users so that you can easily create an environment that works best for your contact centre. With Five9, you can implement in just days and scale based on your business needs.