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December 29, 2006

Genesys Provides 7 Key Strategies for Moving from IVR to Voice Self-Service

By Susan J. Campbell, TMCnet Contributing Editor

Interactive voice systems (IVR) have served a significant purpose in the call center industry to lighten the load on live agents while providing customers with the ability to navigate the system to arrive at the proper agent, thus saving valuable time. In fact, more than 67 percent of call centers use an IVR system, either touchtone, voice or both.
For many IP infrastructure managers and decision-makers, they may soon be facing end-of-life dates for their existing hardware-based IVR systems. As these dates approach, these individuals have the opportunity to examine new self-service solutions to ensure that they align with business goals and operational strategies.
To assist in the process, Genesys (News - Alert) has presented a new whitepaper in the form of a Contact Center Strategy Guide. The paper, Moving from IVR to Voice Self-Service: Seven Key Strategies provides guidance on superior IVR replacement. These seven strategies include:
  • Integrate self-service with agent-assisted service;
  • Reuse the business logic of existing Web applications;
  • Apply the level of call automation that best serves customers;
  • Leverage experts in deploying open voice and speech standards;
  • Set up clear migration paths to VoIP systems;
  • Keep “multi-tenancy” self-service as an option;
  • Track and measure every customer interaction through its entire lifecycle.
This whitepaper also presents the benefits of an open self-service platform, such as putting an end to customer frustration, driving customer contact center efficiency and accelerating business innovation. Read this Genesys whitepaper to fig further into these strategies and learn how they will help your organization to gain more of a competitive advantage in the future.
Want to learn more about voice self-service? Then be sure to check out TMCnet’s Whitepaper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. The papers are authored by industry leaders, who, in turn, receive qualified sales leads from interested parties. Check here for the latest in CRM information.
Susan J. Campbell is a contributing editor for TMC and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.

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