What is an IVR Survey?
Interactive voice response (IVR) surveys are automated communications over the phone in which respondents answer survey questions. IVR surveys can be conducted via inbound or outbound dialing and they are usually pre-recorded, automatic messages. IVR surveys are often opt-in based, with a customer being invited to participate in an evaluation at the start of a service call and then routed to the pre-recorded survey once their support interaction is complete.
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.Interaction Orchestration
Omnichannel interaction routingDigital and Voice ChannelsAutomatic Call Distributor (ACD)Interactive Voice Response (IVR)Proactive Engagement
