IVR Virtualization: Transforming the Value of IVR

West Interactive

Abstract:

Call automation on IVR plays a core role in most enterprise self-service strategies as a means of maintaining or improving customer service levels while reducing service cost. IVR solutions using touch-tone and speech recognition can provide organizations with excellent self-service and can combine effectively with agent services.

After many years of IVR investment, enterprises are often left with a range of IVR systems spread across many business units and multiple vendors, often with underperforming legacy technologies. These factors lead to
wasted capacity, inflexibility in resource allocation, difficulty in meeting new regulatory requirements, and
competing demands on operational and application teams.

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