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      What is a Menu?

      A menu is a feature of contact center software applications and interactive voice response (IVR) systems that allow users to navigate and select from a range of options in a user-friendly way.

      Menus can be found in virtually all Windows and Apple OS applications. Without them, the software would be unusable to the average user. Menus enable users to command the application to perform a variety of functions. For example, menus in Microsoft Word are used for changing fonts, copying and pasting, and adding tables, among many other options. Menus can affect the usability of software applications and, because of this, they need to be well-designed and use established conventions when possible (for example, putting the "Save" command within the "File" options).

      IVR systems are another area where menu design is critical. A guaranteed way to frustrate a caller is to lead them into a wilderness of confusing menu options with no apparent way out. Part of the design process should therefore include an analysis of the best way for customers to interact with the IVR menu. The traditional method – using dual tone multi-frequency (DTMF) –is to have callers select menu options by pressing numbers on their phone keypad. A newer method uses automatic speech recognition (ASR), which enables callers to speak their menu choices.

      How NiCE is Redefining Customer Experience

      NiCE offers the industry’s only unified AI platform for customer service automation. CXone Mpower revolutionizes how organizations automate customer service from start to finish—with channels, data, end-to-end workflows, and enterprise knowledge converging to improve customer experience at scale. With domain specific AI trained on the industry’s largest CX dataset, an open framework with endless integration possibilities, and a complete suite of advanced AI applications, CXone Mpower is one platform built for organizations of all sizes to deliver seamless customer service experiences, boost operational efficiency, and drive better outcomes.

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      Omnichannel interaction routing

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      Automatic Call Distributor (ACD)

      Interactive Voice Response (IVR)

      Proactive Engagement

      Automated notetaking

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      Interaction Recording

      Quality Management (QM)

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      Autopilot

      Proactive AI Agent

      Knowledge Management

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      CRM Integrations

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      Enlighten AI for CX

      Interaction Orchestration

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      Platform