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
REGION
North America
Research Code: 9857-00-4F-00-00
SKU: IT00157-NA-MR_01151
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$1,500.00
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SKU
IT00157-NA-MR_01151
$1,500.00
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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.
More Information
No Index Yes
Podcast No
Author Nancy Jamison
Industries Information Technology
WIP Number 9857-00-4F-00-00
Is Prebook No