IVR is Dead. Long Live IVR!
IVR is dead. Daniel Hong, Lead Analyst, Ovum, reveals that IVRs are at a crisis point. The latest Ovum consumer preferences survey ranks IVR as one of the least successful methods to resolve caller issues on the first attempt. Callers are frustrated. Menu options are confusing, and the IVR does not route callers to the customer service representative with the right information. Sixty percent of callers find it difficult to resolve issues without speaking to a customer service representative.
What do today’s empowered customers want? The survey says that callers want intelligent customer care – processes and technology that provide personalized interactions which recognize the exact status of the customer’s relationship with the enterprise. They want enterprises to remember previous interactions and understand the context of the customer’s request across different channels. They want exceptional experiences over the phone.
Patrick Nguyen, CTO, Voxify, will describe how "intelligence" replaces the outdated concepts of today's IVRs. He will discuss how to implement intelligent interactions by leveraging customer data to derive context, remembering previous interactions to understand preferences, applying predictive models to determine intent and advancing corporate objectives through relevant messaging. It optimizes the mix of self-service, agent service, and agent call-back. You will learn how to implement this new generation of IVR in the cloud with Microsoft Tellme and Voxify.
If you think your IVR is sufficient, think again. If you are currently implementing traditional self-service, your IVR could be dead on arrival. In this free webinar, you will learn:
- What consumers are saying about IVRs and why do they still call
- What is intelligence in an IVR
- What technology is needed to implement intelligent interactions
Presenters:
Daniel Hong
Lead Analyst, Customer Interaction
Ovum
Patrick Nguyen
CTO
Voxify
