An Outbound IVR is a call centre solution used to proactively distribute communications to customers. Outbound IVR technology can be personalised, and sent through a variety of channels. Personalised notifications can be sent as:
Outbound IVR systems used in call centres are different from predictive diallers and robo-calls. That’s because good outbound IVR systems use CRM integration to deliver personalised customer experiences. In comparison, robo-calls deliver the same message to a large number of recipients (for example during an election campaign). Predictive diallers are used by telemarketing companies to contact as many end users as possible.
For an outbound IVR system to be effective, it needs to deliver personalised communications to customers through their preferred channel. Genesys’s outbound IVR makes personalisation possible by integrating with your CRM system. We can also seamlessly integrate with your inbound IVR by using the Genesys Customer Experience Platform to deliver a positive customer experience.