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What is a Prompt?

A prompt is a spoken menu option in an interactive voice response (IVR) system. An IVR is the upfront system in many call centers that greets callers and then verbally presents the menu options available to the caller. These spoken menu options are called prompts. Callers can respond to prompts by pushing a button on their phone's keypad or by speaking their choice.

Because the IVR sets the tone for the rest of the interaction, the menu's structure needs to be well-designed and the recorded prompts clear and on-brand. The voice of the prompt is another detail to be thought through when planning a consistent customer experience: Is the tone formal or casual? Young or mature? Energetic or calm? Many organizations contract professionals to record their prompts and deliver a tone that's just right for their brand.

How NiCE is Redefining Customer Experience

NiCE offers the industry’s only unified AI platform for customer service automation. CXone 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 is one platform built for organizations of all sizes to deliver seamless customer service experiences, boost operational efficiency, and drive better outcomes.

Interaction Orchestration

Omnichannel interaction routing

Digital and Voice Channels

Automatic Call Distributor (ACD)

Interactive Voice Response (IVR)

Proactive Engagement

Workforce Augmentation

Automated notetaking

AI Copilots

Interaction Recording

Quality Management (QM)

Performance Management (PM)

Feedback Management

Interaction Analytics

Service Automation

Autopilot

Proactive AI Agent

Knowledge Management

Experience Optimization (XO)

Platform

CRM Integrations

UCaaS Integrations

Call Center Software

Customer Experiences

Enlighten AI for CX

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