5 Signs It’s Time to Upgrade Your IVR
Let’s face it, there are other technologies in the contact center that are more exciting than your IVR. But despite the rise of other communication channels, telephony remains “by far the largest inbound interaction channel,” according to ContactBabel. That being the case, it’s worth asking, “Is it time to upgrade the IVR?” Here are five signs that it might be time to upgrade your IVR – and the benefits of doing so.
Benefit: Visibility into IVR utilization enables you to improve containment rates and the return on your investment.
Benefit: Making self-service quick and easy via the IVR improves containment rates and customer satisfaction scores while reducing contact center costs.
Benefit: Contact centers aren’t locked into a specific IVR but instead can choose a best-of-breed solution.
Benefit: A modern IVR enables you to more effectively meet your customer service and business goals.
Benefit: A cloud-based IVR eliminates capital expenses and reduces operational expenses while delivering the tools organizations need to deliver superior customer service in the 21st Century.
Finally – a bonus sign. If your IVR makes you yawn, if you’re not truly excited about the possibilities that are open to you through your IVR, then it’s time to contact us. IVR technology has come a long way, and we’re excited about what it can do for you.
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