The IVR Playbook, Your Guide to Choosing, Designing, Developing, and Delivering an IVR Platform That Ensure a Great Customer Experience
Title : The IVR Playbook, Your Guide to Choosing, Designing, Developing, and Delivering an IVR Platform That Ensure a Great Customer Experience
Edition :
Year : 2017
Authors : Genesys
Publisher : Genesys
Preface
What is IVR? IVR is the commonly used acronym for Interactive Voice Response systems. It is a technology that allows a computer to interact with humans through the use of voice and touch-tone telephone keypad inputs.
Who uses IVR systems?
Who doesn’t use an IVR system may be more accurate. Everyone and their grandmother have interacted with an IVR system at one point or another, whether calling their Bank to check account details or calling a Pharmacy to update a prescription. An IVR allows customers to select the reason they’re calling through menu driven options so they can be routed to the appropriate agent or ideally have the option to self serve their own inquiries by following the IVR dialogue and having their issue resolved quickly and simply without interacting with a human.
Good vs. Bad IVR Experiences
Since everyone has used IVR, everyone has an opinion on IVR and those experiences are mixed. Assuring a quality customer experience through your IVR can be a make or break situation as
customers have come to know and appreciate the difference between systems that are efficient, effective, and easy-to-use and those which simply frustrate them and make them angry. Add to this, more and more customers want a personalized experience and have come to expect that from the organizations they interact with.
Is it time to make a change to your IVR?
Look closely at your own IVR. Is it time for your company to invest in a new IVR? Should it be a cloud-based IVR? One that will utilize CRM or other data to seamlessly service and support your customers? We will explore IVR systems over the next four chapters to help you determine if you have the right IVR strategy for your business and if it’s time to upgrade your IVR.
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Publisher : Genesys
Preface
What is IVR? IVR is the commonly used acronym for Interactive Voice Response systems. It is a technology that allows a computer to interact with humans through the use of voice and touch-tone telephone keypad inputs.
Who uses IVR systems?
Who doesn’t use an IVR system may be more accurate. Everyone and their grandmother have interacted with an IVR system at one point or another, whether calling their Bank to check account details or calling a Pharmacy to update a prescription. An IVR allows customers to select the reason they’re calling through menu driven options so they can be routed to the appropriate agent or ideally have the option to self serve their own inquiries by following the IVR dialogue and having their issue resolved quickly and simply without interacting with a human.
Good vs. Bad IVR Experiences
Since everyone has used IVR, everyone has an opinion on IVR and those experiences are mixed. Assuring a quality customer experience through your IVR can be a make or break situation as
customers have come to know and appreciate the difference between systems that are efficient, effective, and easy-to-use and those which simply frustrate them and make them angry. Add to this, more and more customers want a personalized experience and have come to expect that from the organizations they interact with.
Is it time to make a change to your IVR?
Look closely at your own IVR. Is it time for your company to invest in a new IVR? Should it be a cloud-based IVR? One that will utilize CRM or other data to seamlessly service and support your customers? We will explore IVR systems over the next four chapters to help you determine if you have the right IVR strategy for your business and if it’s time to upgrade your IVR.
DOWNLOAD (MEGA) | DOWNLOAD (SOLIDFILE) | DOWNLOAD (UPTOBOX)
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