Executive Brief

CIO Insight – The 5 Characteristics of Modern IVRs

CIO Insight – The 5 Characteristics of Modern IVRs

In a recent survey by analyst firm Ovum, 75% of customers indicated that they have successfully resolved their issues on the phone, compared with just 11% on a website and 5% via social media. Despite this fact, many companies take a ‘set it and forget it’ approach to their IVR while focusing on newer channels.

Businesses that could benefit from modernizing their IVR should be aware of five characteristics that help define modern IVRs and deliver exceptional customer experiences. The five characteristics are:

  • Integration
  • Personalization
  • Analytics
  • Predictive
  • Proactive

Download this executive brief by CIO Insight to discover the functionality behind these characteristics that many businesses are missing.