Enhance customer support with Twilio’s conversational IVR for Genesys Cloud

Implement Twilio’s modern Interactive Voice Response(IVR) solution in the Genesys Cloud Contact Center to provide outstanding customer support. 
Contact sales Start for free
Twilio’s modern Interactive Voice Response(IVR) answering to a customer requesting an order modification.

Twilio's IVR: Beyond an acronym, a business transformer

Say goodbye to the days of frustrating your customers with simplistic voice prompts and touch-tone menus. 

Augment Genesys Cloud contact center with Twilio’s AI-powered IVR and self-service Automation. This setup provides a highly customizable IVR platform, enabling you to deflect common call types and alleviate the load on your live agents.

According to Twilio’s 2024 SOCER report, 55% of consumers are willing to spend more for a customized experience.
According to McKinsey & Company, organizations that have adopted a modern IVR have seen a 5x improvement in overall customer experience.

Behind the curtains of Twilio’s modern IVR

Feature

Twilio

Auto-scaling & Infrastructure

Twilio owns and maintains ongoing infrastructure and capacity

Omnichannel

Twilio supports automation for voice and digital channels(i.e. SMS, webchat, Facebook Messenger, and more).

Voice Intelligence

Offered natively

Time to deployment

Get started and building flow within minutes.

Text-to-Speech

Offered natively

Natural language Understanding

Offered natively

Designer Tool

Easy to adjust call Flows based on business state and needs. This can quickly be done by non-technical users.

Upgrades & ongoing maintenance

New features are added on the fly and there is no customer impact.

Mapping to ongoing business changes

Easy to adjust call flow based on business state and needs. This can quickly be done by non-technical users.

Development and QA environments

Create separate accounts in Twilio to test and create call flows before deploying.
Contact sales

What you’ll get

By integrating Twilio’s IVR into your current Genesys Cloud Contact Center, you will get:

  • Unrivaled Global Connectivity
    Leveraging Twilio’s Super Network, you’ll instantly gain access to over 230+ number types, 180+ countries and territories, and 4,800+ global carrier connections. If you need to reach a customer, you can rely on Twilio.
  • True Ominchanel Functionality
    Every customer has their own preference of which channels they like to communicate in. With Twilio’s IVR, you aren’t limited to just voice and can reach customers in their preferred channel such as SMS, MMS, WhatsApp, and more.
  • Native AI Capabilities
    Twilio IVR includes advanced features like AI, NLU (Natural Language Understanding), and Voice Intelligence natively without additional charges. These technologies can analyze customer speech or inputs for more natural communication, automate responses to reduce wait times, and accurately decipher intent, ensuring customers are efficiently routed to the right resources, thereby significantly enhancing the customer experience.
Twilio’s modern Interactive Voice Response(IVR) routing a user to customer support to update her payment method in order to pay her bill.

Chope keeps restaurants booked with an IVR for reservation management

Chope helps restaurants manage bookings and avoid income loss with an IVR and queuing technology that triggers outbound confirmation calls to customers with reservations.

Billing icon
200%
YoY increase in revenue
Users with cell phone
50%
reduction in no shows
Mobile phone with user and heart symbol
10M+
diners served
Read the story An icon of a right arrow
Chope logo

Chime increases customer satisfaction with personalized IVR

Chime built an IVR that made it easier for customers to get answers from agents quickly, but then adapted their workflows for self-service with a live agent’s help as a fall-back.

Computer rocket
12%
increase in CSAT
Mobile phone with user and heart symbol
2 weeks
to new IVR
Read the story An icon of a right arrow
Chime logo

M&S routes customers to the right person with an AI-powered IVR

Marks & Spencer overhauled its IVR to handle millions of calls a month and get customers to the right person, at the right store, in record time without the need to repeat a request over and over.

Phone with checkmark
90%
call routing accuracy
Mobile phone with user and heart symbol
10 secs
saved on contact center calls
Read the story An icon of a right arrow
M&S logo

Upgrade your customer experience now

Modernize your IVR solution within Genesys Cloud Contact Center today and take the first step towards a revolutionary service experience. Contact sales to get started using Twilio to add an IVR to a Genesys Cloud Contact Center.

Contact sales

1. 55% of consumers are willing to spend more for a customized experience: Twilio’s 2024 State of Customer Engagement Report

2. Organizations that have adopted a modern IVR have seen a 5x improvement in overall customer experience: McKinsey & Company, 2023