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 also include an analysis of the best way for customers to interact with the IVR menu. The traditional way – 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 can help

NICE CXone is the market leading call center software in use by thousands of customers of all sizes around the world to help them consistently deliver exceptional customer experiences. CXone is a cloud native, unified suite of applications designed to help a company holistically run its call (or contact) center operations.

NICE CXone Interactive Voice Response (IVR) is fully-integrated voice self-service that accelerates resolution, improves routing and cuts cost with automation. It leverages ASR to verbally gather caller information and determine optimal handling for improved customer experience.

CXone includes:

Omnichannel Routing – routing and interaction management that empowers agents to positively and productively interact with customers in digital and voice channels. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.

Workforce Optimization – unlocks the potential of your team by inspiring employees' self-improvement, amplifying quality management efforts to enhance customer experience and reducing labor waste. These solutions include workforce management (WFM), quality management (QM), customer satisfaction surveys and performance management (PM).

Automation & Artificial Intelligence (AI) – leading-edge, intuitive technology that eliminates mundane tasks and speeds resolutions of customer issues for better business outcomes. It provides self-service, agent-assisted and fully automated alerts and actions.

CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic call center software solution capable of elevating customer experiences for companies of all sizes.