Benefits of Refreshing the IVRCustomers Speak Out
Benefits of Refreshing the IVRCustomers Speak Out
Interviewees Indicate that IVR is Not the Main Concern, but One Key Piece of a Bigger Picture
RELEASE DATE
09-Jun-2014
09-Jun-2014
REGION
North America
North America
Research Code: 9857-00-4F-00-00
SKU: IT00157-NA-MR_01151
$1,500.00
Special Price $1,125.00 save 25 %
In stock
SKU
IT00157-NA-MR_01151
Description
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
Executive Summary
Introduction
Taking a Perceptual Temperature Reading
Reality Check–IVR Grows Up
General Survey Findings
Solution Provider Findings
Customers Benefit from IVR Refresh
Case Study: Delta Air Lines and Nuance
A Final Word
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.
No Index | Yes |
---|---|
Podcast | No |
Author | Nancy Jamison |
Industries | Information Technology |
WIP Number | 9857-00-4F-00-00 |
Is Prebook | No |