Service
IVR Design & Automated Self-Service in Cyprus
Deflect the easy calls, free your agents for the complex ones.
We build bilingual IVR menus, voice prompts, callback queues and self-service flows that handle balance checks, appointment confirmations, status enquiries and routing — integrated to your CRM, billing or case management system.
What is included
- Bilingual voice prompt design & recording
- Self-service balance, status & FAQ flows
- Smart routing & priority queueing
- Callback in queue (no-hold) options
- CRM, billing & ERP integration
- Containment & abandonment analytics
How we deliver
- 1
Call mix analysis
We segment your inbound calls to find the highest-value automation candidates.
- 2
Flow & voice design
We design the call flow, write the prompts and record in EN and GR voices.
- 3
Integration & UAT
Backend integrations and a structured UAT sign-off precede go-live.
- 4
Tune containment monthly
Drop-off points are tuned monthly to keep containment trending up.
Expected outcomes
30–50%
call deflection on high-frequency enquiries
24/7
self-service availability
EN+GR
professional native voice talent
Frequently Asked Questions
Do we need a new phone system?
Usually not. We can integrate with your existing SIP, Cisco, Genesys or cloud telephony, or host the IVR in our infrastructure.
Can the IVR transfer to a live agent?
Yes. Failed self-service or VIP callers are routed to a live agent with full call context attached.
How long does IVR deployment take?
A standard bilingual IVR takes 3–4 weeks from kickoff to go-live: 1 week discovery, 1 week design & recording, 1 week integration, 1 week UAT.
Do you provide native EN and GR voice talent?
Yes. Every IVR is recorded by professional native voice talent, with tone matched to your brand (formal government, warm consumer, technical B2B).
Can IVR handle payments (PCI DSS)?
Yes. We deploy PCI-DSS compliant IVR payment flows with DTMF masking so card numbers are never heard by agents nor stored in call recordings.
What backend systems can the IVR integrate with?
CRMs (Salesforce, HubSpot, Zoho), billing (Kenan, Amdocs, custom), banking core, case-management, ERP (SAP, Oracle, Dynamics) and any REST/SOAP-enabled system.
Can you offer callback-in-queue?
Yes. Callers waiting beyond a threshold are offered a callback, keeping their queue position — cutting perceived wait and improving CSAT significantly.
Do you support voice biometrics or authentication?
Yes. We integrate with Nuance, Auraya and Pindrop-style voice-biometric platforms for one-step verification, plus PIN and knowledge-based authentication flows.
How do you measure containment?
Containment = self-service completions / total IVR sessions. We report daily by menu branch, benchmark against baseline and iterate monthly on drop-off points.
Can you host the IVR or deploy on-premise?
Both. We host on our carrier-grade EU-based platform (ISO 27001, ISO 22301) or deploy inside your own Genesys, Cisco, Avaya, Amazon Connect or Twilio Flex.
What sectors typically deploy your IVR?
Utilities (electricity, water), banks and insurers, telcos and ISPs, ministries and municipalities, healthcare providers, transportation and logistics.
Can the IVR support accessibility requirements?
Yes. WCAG-aligned voice flows, slower-speech options, DTMF alternatives to voice recognition and text-alternative summaries via SMS/email support inclusive access.
Do you provide analytics dashboards for IVR performance?
Yes. Real-time dashboards show call volumes, containment, abandonment, path completion, drop-off nodes and CSAT — with monthly executive reviews.
How much does IVR design and hosting cost?
One-off design/build fee plus monthly hosting per port/session or per-minute usage. Prices scale down with volume; ROI is usually positive within 3–6 months of go-live.
How do I request a quote for IVR design?
Call +357 22 398296, email info@callcentercyprus.com or use the contact form. We respond within 2 business hours with a tailored proposal.
Discuss this service with our team
Tell us about your volumes, channels and timelines — we will respond with a scoped proposal within two business days.
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