Benefits of Refreshing the IVRCustomers Speak Out

Interviewees Indicate that IVR is Not the Main Concern, but One Key Piece of a Bigger Picture

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Self-service in customer care is moving to the web and social media as the Millennials take to mobile devices with a do-it-yourself mentality. However, by no means is the phone channel going away. When self-service fails them, customers turn to the contact center, which typically means journeying through that perennial front door, the Interactive Voice Response application. Still, complaints about this channel abound. This market insight explores the attitudes around IVR, the benefits of its use, and what solution providers are doing to make this happen.

Table of Contents

Benefits of Refreshing the IVR—Customers Speak OutAttitude towards IVR and Benefits of its UseExecutive SummaryIntroductionTaking a Perceptual Temperature ReadingReality Check–IVR Grows UpGeneral Survey FindingsSolution Provider FindingsCustomers Benefit from IVR RefreshCase Study: Delta Air Lines and NuanceA Final Word




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