Is It Time to Abandon Your Interactive Voice Response System?
IT Connection Blog by Ken LandolineSummary Bullets: · Customer complaints regarding the IVR interface with customer service are so plentiful that many customers and companies wonder if they may not be achieving the purposes for which they were designed: to speed up service, reduce company costs, and improve customer satisfaction and longevity. · More intelligent IVRs and the expanding use of smartphones/tablets by consumers have the potential to alleviate today’s major IVR frustrations. They can eliminate unnecessary interactions and enable visual IVR functionality allowing