Frost & Sullivan: From Old School to Next-Gen IVR
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.
This Frost & Sullivan white paper explores 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 to a new and powerful channel.
- Treating your IVR with a set-and-forget mentality equates to poor customer service.
- Moving to omnichannel engagement an IVR is a crucial part of next-gen customer experience.