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The New VBCS Ecosystem

A Hybrid Model for Improved Customer Service

As companies grow, they will outsource some of their voice-based customer service (VBCS) processes. Traditionally, companies have turned over both IVR and live-agent operations to a single provider, but this leaves executives with few optionsĀ if the desired service levels or cost saving are not achieved.

This report details an alternative strategy, separating the IVR from the call center, allowing businesses to:

  • Act on key call center metrics in real time
  • Optimize automated systems internally
  • Implement a multi-sourcing strategy for competitive gains

Download to learn more about how to build a more effective VBCS ecosystem than can reduce transitional risks, cut costs, and increase customer satisfaction.

Building an Effective Voice-Based Customer Service Ecosystem