Social CX IVR Deflector
Turn waiting into conversation
IVR Deflector moves customers from the contact center queue to WhatsApp or Messenger, where they resolve faster and without waiting, and without repeating what they already said.
Talk to an expert
We have advised major brands in 16 countries
Why your contact center needs IVR Deflector
-
Lower cost per interaction
Up to 60% less: WhatsApp resolves faster and cheaper than a call handled by an agent.
-
Less abandonment at peak times
Customers choose to resolve on WhatsApp instead of hanging up frustrated after waiting.
-
Traceability you never had
Every deflected request is logged with history, metrics and full context.
-
Scale without more voice agents
Extra volume is absorbed by the digital channel, with no added fixed costs.
How it works
- 1
The customer is on hold
The IVR offers to continue the service on WhatsApp or Messenger.
- 2
They get the link
An SMS or notification arrives with a direct link to the chat.
- 3
They continue with context
The bot or agent already knows where they come from and what they need.
- 4
It’s resolved and measured
Automation or an agent resolves it, and the report shows deflection rate and savings.
Features
-
Deflect calls on hold
SMS or notification with a direct link to WhatsApp or Messenger while waiting.
-
Context preserved
Data the customer gave the IVR travels to the chat; they don’t repeat anything.
-
Immediate resolution
Service by bot or agent on WhatsApp or Messenger, with no queues.
-
Bots and flows
The deflected case enters a flow that can resolve on its own or route to an agent.
-
Agents in Social CX
Cases that need a person reach the console with their full history.
-
Metrics analysis
Deflection rate and operating cost savings for your contact center KPIs.
Use cases
-
Telco and utilities
Technical complaints and billing questions deflected to the digital channel.
-
Banking and insurance
Balance checks, card blocks and renewals resolved on WhatsApp.
-
Retail and e-commerce
Orders, exchanges and returns resolved in minutes, with no waiting.
-
Transport and logistics
Shipment status with real-time tracking, no call needed.
Frequently asked questions
Does it work with my current IVR?
Yes. IVR Deflector integrates with your contact center to offer deflection while the customer waits.
Does the customer have to explain their issue again?
No. The call’s context travels to the chat and the bot or agent already knows what they need.
Which channels can calls be deflected to?
To WhatsApp or Messenger, where the customer resolves with a bot or an agent.
How do I measure the results?
The report shows the deflection rate and the contact center’s operating cost savings.
Turn every call on hold into a resolved conversation
Book a call and we’ll show you how to deflect your phone queue to WhatsApp.
Request your demo