Most people think IVRs are like Zombies. They’re mindless and boring in conversation. They’re pretty much all the same. You can only expect so much of them, and they’re never going to get any better. But they’re also one of the enterprise’s busiest customer engagement points – one that could make or break how an interaction contributes to customer experience.
This blog explores how to make IVR better through analytics, personalization, and continuous improvement—and how that can have a profound effect on customer experience and contact center performance.