IVR Assessments & Optimization
Your IVR is the front door of your contact center, shaping every customer interaction before a single agent gets involved. When was the last time you evaluated its real performance?
Despite AI advancements, customers still rely on voice channels more than any other support method. Yet, 70% of IVRs have containment rates below 30%, leading to misroutes, authentication failures, and poor design.
At Kyōdō Solutions, we specialize in IVR & Skill Based Routing (SBR) audits, redesigns, and optimization to reduce unnecessary call volume, increase self-service success, and enhance customer satisfaction—while cutting costs.
IVR Containment & Self-Service Optimization
Many IVRs struggle with high abandonment rates due to poor design and unclear options. We assess where customers drop out, streamline menus, and optimize self-service flows to ensure customers find what they need quickly—reducing agent workload and increasing containment.
IVR Benchmarking & Performance Metrics
Measuring IVR success goes beyond containment rates. We compare your IVR’s performance against industry benchmarks, track key metrics like misroutes and resolution rates, and provide data-driven recommendations to improve efficiency and customer satisfaction.
Routing & Skills-Based Call Distribution Audit
Misrouted calls increase handle time, frustration, and costs. Our audit ensures calls are directed to the right agents based on skill, intent, and availability. We refine IVR routing logic, align skills-based distribution, and eliminate unnecessary transfers for a more efficient experience.
Omnichannel IVR Integration Review
Customers expect a seamless transition between IVR, chat, and digital channels. We ensure your IVR integrates smoothly with other platforms, reducing redundant authentication steps and aligning prompts with digital self-service to create a unified omnichannel experience.
Voice & Speech Analytics for IVR Performance
Speech analytics reveal hidden pain points in IVR interactions. We analyze voice data to identify where customers struggle, refine prompts for clarity, and improve voice recognition accuracy—enhancing the overall IVR experience and reducing frustration-driven escalations.
IVR Health Check & Optimization Plan
A well-optimized IVR reduces costs and enhances CX. We conduct a full IVR architecture review, identify inefficiencies, and recommend improvements in containment, routing, and automation—ensuring your IVR evolves alongside customer expectations and business needs.
Contact Us
Struggling with IVR performance, routing inefficiencies, or low self-service containment? We’re here to help optimize your IVR for better customer experiences, lower costs, and higher efficiency.
Get in touch today—schedule a free IVR assessment or reach out below to discuss your specific challenges!