Frost & Sullivan: Change the Conversation with Proactive Communications
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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.