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Best Practices for Deploying a Modern, Predictive IVR System

IntelePeer


Abstract:

Automated response systems, or IVRs, are a common source of frustration for customers that must wait to speak with an agent and navigate long menus before finding a resolution. In addition, customer expectations for support have increased. Organizations need to prioritize modernization of their IVR systems, incorporating them into their Omni channel customer experience strategies. This whitepaper by Ovum, a market research firm, provides recommendations on how contact centers can create a more integrated IVR experience that will minimize transfers, improve resolution rates, and gain more satisfied customers.


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