Enterprise IVR

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• Administrator

Enterprise IVR (EIVR) is an Inbound Voice offering wherein both the computer (GVP) and the application or call-flow are installed in the Genesys Cloud CX and managed by Genesys. The customer and Genesys work closely together to create and test a suitable IVR call-flow.

Related documentation:

• How IVR works

With the Enterprise IVR solution, you might need to do these admin tasks:

• Manage DID Groups with IVR Administration
• Provision IVR Profiles yourself

Designer is the primary routing application for Enterprise IVR.  Designer is comprised of various features designed to run your contact center effectively:

• User Interaction Blocks - These blocks help you to interact with customers, such as by offering menus, collecting information, or playing messages. User interaction blocks include:
  • Bot
  • Menu
  • Play message
  • Record
  • Record utterance
  • User input
  • Chat message
  • Chat transcript
  • Get chat transcript
  • Send email

• Business Objects Bar - The Business Controls pages help you to manage resources and settings that are specific to your site, such as:
  • Business hours
  • Emergency flags
  • Special days
  • Data tables
  • Callback settings