Modern IVR & Intelligent Routing
Replace outdated IVR menus with natural language understanding. Route callers efficiently based on intent, reducing wait times and improving customer satisfaction.
Key Advantages
Discover how our AI voice agents transform lead qualification
Reduced Wait Times
Intelligent routing connects callers to the right agent or information source faster, minimizing frustrating hold times.
Improved Routing Accuracy
Understand caller intent through natural conversation, ensuring callers reach the correct destination without navigating complex menus.
Enhanced Customer Experience
Provide a smoother, more intuitive interaction that resolves issues faster and leaves customers feeling heard and valued.
Cost Savings
Automate call handling and routing, reducing the need for manual intervention and lowering operational costs.
Scalability
Handle fluctuating call volumes effortlessly without compromising the quality of routing or customer experience.
Personalization
Leverage CRM data to personalize greetings and routing options based on caller history and preferences.
How Modern IVR Works
Leverage AI to understand caller intent and intelligently route them, replacing traditional menu-based systems for a better experience.
Initial Interaction
AI greets the caller and understands their request through natural language.
Intent Recognition
Analyzes the conversation to determine the caller's need or intent accurately.
Intelligent Routing
Directs the call to the best-suited agent, department, or self-service option.
Context Handoff
Provides the receiving agent or system with the context of the interaction.
Integrate Your Telephony & CRM
Connect seamlessly with your existing telephony infrastructure, CRM platforms, and helpdesk systems for a unified customer interaction flow.
Twilio
Vonage
RingCentral
Amazon Connect
Genesys Cloud
Salesforce
Zendesk
HubSpot
ServiceNow
Microsoft Dynamics
Zapier
Make
Frequently Asked Questions
Unlike traditional IVRs that rely on menu navigation (e.g., "Press 1 for Sales"), a modern IVR uses natural language understanding. Callers can simply state their reason for calling, and the AI interprets their intent to route them correctly, offering a much faster and more intuitive experience.
Routing decisions are based on the AI's understanding of the caller's intent, combined with customizable business rules. It can consider factors like agent availability, skills, caller history (via CRM integration), and the specific issue mentioned to determine the optimal destination.
Yes, advanced language models allow the AI to understand context and handle more complex requests. If a request is ambiguous or requires human expertise, the system can intelligently escalate the call to the appropriate agent with full context, ensuring a smooth transition.
Integration with your telephony system is essential. Connecting to your CRM or helpdesk software enhances routing by providing customer context and history. We offer pre-built integrations and APIs for seamless connection with various platforms.
Security is paramount. Interactions are protected with end-to-end encryption, and the platform adheres to strict data privacy and security standards (like GDPR, CCPA). Access controls and regular security audits ensure data protection.
Absolutely. The routing rules, AI responses, greetings, and escalation paths are highly customizable to fit your specific business processes, workflows, and brand voice.
Ready to transform your operations?
Schedule a demo to see how our solutions work for your industry.