Frost & Sullivan: From Old School to Next-Gen IVR

from-old-school-to-next-gen-ivr

For decades IVR has been the front door to the enterprise. An effective IVR system can contribute significantly to a stellar customer service experience. However, many businesses have ignored these systems and have allowed them to slip into an antiquated state.

IVR does not have to be a fading front door to your business. In fact, it can be a vibrant multi-functional component of an omnichannel customer experience.

This Frost and Sullivan white paper ‘From Old School to Next-Gen IVR: Refreshed IVR as the Cornerstone to Optimal Customer Service’ will explore four realities of IVR today:

•  Despite new interaction channels and an overall increase in interactions, people will still call and interact with your IVR.
•  Innovation has changed IVR from old school to a new and powerful channel.
•  Treating your IVR with a set-and-forget mentality equates to poor customer service.
•  Moving to omnichannel engagement and IVR is a crucial part of next-gen IVR and customer experience.
 

Related Articles

What is UI,UX, and CX?

Read this article to understand the differences in UI, UX, and CX to learn how you can each for better customer experiences in your company.

What is a CX Software?

Learn more about the features and functionality of leading CX software and discover the customer experience benefits that CX tools can bring to your business.

What is a Customer Experience Strategy?

Learn how to craft a customer experience strategy to improve your customer interactions and processes with leading CX software.