Five9 IVA and Five9 IVR – IVA vs IVR

Case Study- DecisivEdge delivers Five9 IVA

A growing Behavioral Health Organization (BHO) wanted to move away from impersonal, menu-driven options for their patients calling the Five9 IVR (Interactive Voice Response) and Contact Center.

During the assessment phase of the behavioral health organization, DecisivEdge was tasked with finding the best solution between IVA vs IVR. Five9 IVR (Interactive Voice Response) was assessed to be impersonal, with patients dropping from the call before even interacting with a BHO treatment advisors.

DecisivEdge was brought in reimagine, redesign, and deploy a CX solution that included Five9 IVA (Intelligent Virtual Agent). The objective of this initiative was to implement a CX strategy grounded in efficiency and quality that also shapes emotionally beneficial experiences for their clients and treatment advisors.

Between IVA vs IVR, Five9 IVA delivered the patients of the behavioral health organization with emotional experience, benefitting from the overall interaction that felt natural than a button driven Five9 IVR.

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Learn more about how DecisivEdge can optimize your Contact Center with Five9 IVA (Intelligent Virtual Agent) and shift away from Five9 IVR (Interactive Voice Response).

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