Convergys Releases Intelligent Voice Portal 9.0

Convergys has released version 9.0 of its Intelligent Voice Portal, enabling consumers to begin an interactive voice response (IVR) self-service interaction and seamlessly transition to a visual-based interactive SMS conversation.

Convergys Intelligent Voice Portal (IVP) 9.0 brings multichannel IVR and visual capabilities to smartphones and Web pages supporting WebRTC protocols. The new IVR Anywhere functionality lets mobile users use screen-based visual interactions via mobile Web pages. Click-to-talk features and visual dynamically generated content combined with the flexibility to transfer to an agent whenever necessary gives mobile users additional communication channel choices and self-service options.

"Great CX happens when companies identify the right engagement strategy and utilize a customer journey-centric approach to reduce customer effort. IVR Anywhere provides companies the ability to ensure channel choice, preference, and personalization," said Kathy Juve, senior vice president of marketing and product development at Convergys, in a statement. "We are committed to giving today's mobile consumers a more satisfying omnichannel experience, while helping business owners reduce costs and increase revenue opportunities.

IVP 9.0 allows a single IVR application flow to be leveraged for both audio and visual modes, using Convergys' Interaction Composer graphical application development tools. IVP 9.0 also expands on the reporting capabilities of Business Analytics and provides enhanced visualization and controls of IVR application-specific parameters, such as sales and marketing messages and IVR application parameters that affect the user experience.

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