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Adaptive IVR Blog

IVR Personalization Improves Customer Experience

In some programs, up to 98 percent of customer calls into a contact center are automated in the IVR for our customers. IVR is still highly critical to overall customer experience (CX), and may be the main source of experience with a brand.

Having access to the right data and knowing how to apply it to personalize your IVR can be the difference between winning and losing business. In today’s fast-moving, hypercompetitive world, customers want to be treated as unique individuals and expect companies they do business with to know them, and anything less is a bad experience.

Topics: Personalization User Experience