Improving customer experience is more than just having friendly agents. It involves deep analysis of how to treat each individual call through a company’s IVR system. This is the first part in a series that examines the customer experience and detailed dominant path analysis.
We routinely field questions from our customers about IVR analytics. I would like to provide you with insight by answering some of these questions for you. Understanding how often to pull data from your analytics solution and the use cases that determine this, will help you set up the right processes when implementing an IVR
Many companies seek out an IVR solution provider to buy and build an IVR for them. This is typically quite expensive. The expenses are due to the software and deployment costs as well as the complexity of designing and developing a quality experience for the end consumer. The solution provider in most cases will also