According to Frost & Sullivan research, customers typically don’t dislike IVRs, they just hate bad IVRs!
In fact, their research shows IVR is still a top channel in a growing sea of communication channels. While consumers are increasingly using new self-serve channels to gather information, when it’s time for an urgent matter they pick up the phone and are generally greeted by an IVR.
Yet, so often, these new channels get priority for upgrades and improvements before the IVR, and many organizations have simply failed to leverage emerging IVR technology that streamlines and improves the customer experience.
View the on-demand webinar, featuring analyst Nancy Jamison from Frost & Sullivan to learn:
Frost & Sullivan