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

Genesys

Refreshed IVR as the Cornerstone to Optimal Customer Service

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.

Authored and sponsored by Genesys

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