Analyst Report

Frost & Sullivan - Benefits of Refreshing the IVR: Customers Speak Out

More than of half of all customer service interactions are handled over the phone. That’s as many as Web, email, mobile apps and social interactions combined. Despite the addition of new channels, the demand for phone-based customer service persists, so neglecting your IVR can be detrimental to your customers’ journey.

Frost & Sullivan’s report – “Benefits of Refreshing the IVR: Customers Speak Out” explores how investment in your IVR can help you to exceed caller expectations and lower contact center costs. You’ll also learn:

The new consumer expectations that are producing opportunities to improve IVR automation
Why IVR is the ideal foundation for ensuring a great multichannel customer service experience
How customer service leaders like Delta Airlines are evolving their IVRs

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