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Engagement Cloud

Delight customers with the natural interactions and increased self-service made possible by this AI-powered, IVR automated system.

Data Sheet Overview Video

Advanced IVR call automation capabilities eliminate customer frustration

Engagement Cloud reinvents interactive voice response (IVR) for the digital age. Powered by conversational AI technologies that support natural, intent-based interactions, Voices delights customers and increases automation. It augments basic IVR with interactive visual content, contextual IVR journeys, and fraud prevention technologies to deliver an exceptional customer experience (CX).


Modernize your IVR call automation implementation and reduce costs at the same time

Increase Voice Self-service Automation

Customers speak naturally with virtual agents who serve them with speed and simplicity. Simplify complex IVR interactions by sharing visual and interactive content.

Elevate IVR with Conversational AI

Bring a modern voice experience to your contact center with natural language understanding (NLU), customer intent predictions, personalized self-service, and other solutions that integrate seamlessly with voice and digital channels.

Deliver an Omnichannel Experience

Engagement Cloud connects to your digital channels for call automation, so your callers seamlessly continue their interaction across any channel.

Product features


Advanced Speech Recognition

With state-of-the-art NLU and deep neural networks speech recognition, Engagement Cloud understands customers regardless of grammar, accents, or background noise.


Neural Text-to-Speech

With IVR Text-to-Speech capabilities, Engagement Cloud creates and deploys humanlike, high-quality prompts in multiple languages and dialects on the fly, improving time to market for voice prompt deployment and changes.


AI-Powered Dialogue

Engagement Cloud uses data intelligence from multiple channels and demographic and behavioral information to assess every customer’s intent and provide them with the best experience.


Fraud Prevention

Engagement Cloud enhances security without complicating the customer experience. Call Verification flags suspicious inbound calls to stop fraud before it starts; Speaker Verification verifies speakers with simplified voice biometrics authentication either with passphrases or free-form voice input.


Vivid Speech

Engagement Cloud enables a digital-like experience by delivering interactive visual content on callers’ phones, without interrupting the call. Boost conversions and customer satisfaction, and decrease average handle time (AHT), by simplifying self-service for complex intents.


Web-Aware IVR

Engagement Cloud provides a seamless experience when customers switch from the website to IVR. By capturing key customer information along the journey, the web-aware IVR is better able to predict intent and complete the journey.


IVR to Messaging

Engagement Cloud reduces hold times by instantly transforming calls into engaging chat conversations. The result is lower costs, faster responses, and lower drop-off rates.


IVR Analytics

Engagement Cloud includes comprehensive, interactive visual dashboards for analyzing IVR performance. Analytics identify actionable insights to optimize IVR performance.


Supercharge IVR with lifelike neural text-to-speech

Supercharge IVR with lifelike neural text-to-speech

Neural text-to-speech on Engagement Cloud converts text to lifelike speech on the fly without any need for voice talent recording. It makes automated conversations sound lifelike by fine-tuning pitch, inflection, intonation, and tempo and improving standard text-to-speech with deep neural network (DNN) technology. Companies not only just deliver superior caller experience with natural, intuitive, and efficient interactions but also gain business flexibility and speed to market.

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Voice biometrics

Voice biometrics: providing an experience-driven secure voice journey

Speaker Verification, a Engagement Cloud feature, authenticates callers using secure and friction-free voice biometrics—customer voice inputs—rather than security questions or passcodes. Taking the right steps to verify customers and safeguard sensitive customer data is more critical than ever. Companies that design secure customer journeys see an increase in customer trust and confidence and a boost to their bottom lines

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Streamline voice interactions with automated conversational IVR solutions

The evolution of Voice

Predict caller intent, go digital with a visual IVR system, reduce hold times with real-time switch to chat, and speak naturally with virtual assistants.

Modern Voice

Give customers what they want – and more

Eliminate traditional yes/no decision trees and outdated IVR, which leave customers dissatisfied. [24]7 AIVA conversational IVR transforms the user experience with our full AI technology stack.

AI-powered Speech

Power a faster, less expensive session

Say goodbye to long holds and give your customers immediate service—no more waiting in queue. Saving time reduces your cost per contact while boosting CSAT.

Integrated IVR & Chat

Calls you can see, too

Make it even easier for callers to get things done with Vivid Speech. simplify self-service for complex intents such as travel reservations, purchases, and offer agreements. Boost conversions while decreasing average handle time (AHT).

Visual IVR

Customize intent prediction models

Review, deploy, and tune out-of-the-box vertical models from the visually driven modeling workbench. Quickly adapt existing digital models for voice to provide a consistent experience across channels.

Omnichannel Models

Flag suspicious calls to stop fraud before it starts

Every call contains metadata that reveals the path it took through the phone network. Call Verification analyzes that data against a one-of-a-kind map of 3 million phone network pathways to instantly, and definitively verify every call's journey from start to finish.

Call Verification

Succeed with a virtual personal assistant

Virtual personal assistant

Consumers Say ‘Make It Personal’ with Voice

Virtual personal assistant (VPA) use is on the rise—three out of four consumers now use VPAs at home—and voice interactions are more important than ever. Engagement Cloud integrates seamlessly with VPAs to give consumers a simple, easy way to get things done in their channel of choice. Start the conversation today.

Expand Your Reach to More Voice Channels

Most consumers use VPAs only for simple things—they don't trust them to complete trickier tasks. Seamlessly integrating VPAs with Engagement Cloud extends the reach of both. Enable natural conversations with the top-ranked virtual assistants to easily complete more complex tasks for the millions of consumers using VPAs. Book flights, compare products, resolve issues, or connect with a live agent when needed.

Engagement Cloud delivers automated conversational IVR results

30 sec

Saved in average handle time per call


Reduction in repeat calls


Increase in IVR containment rate for leading insurer


Average improvement in NPS


Neural Text-to-Speech for [24]7 Voices Solution Brief

Neural Text-to-Speech for [24]7 Voices

Speaker Verification for [24]7 Voices Breadcrumb Solution Brief

Speaker Verification for [24]7 Voices

Top 10 “Must Haves” when Choosing Your IVR Partner Tip Sheet

Top 10 “Must Haves” when Choosing Your IVR Partner

Modernize the Customer Experience with Conversational IVR eBook

Modernize the Customer Experience with Conversational IVR

Financial Services Organization Saves $1B with [24]7 Voices Case Study

Financial Services Organization Saves $1B with [24]7 Voices

Voices Solution Brief Solution Brief

[24]7 Voices: Delight Customers and Increase Self-service with AI-powered Conversational IVR