WHITE PAPER

Frost & Sullivan: From Old School to Next-Gen IVR

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. 
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