EBOOK

Giving a Voice to Customer Experience

Why IVR is critical to effective CX

Interactive voice response (IVR) helps ensure that your voice channel is cost effective, while at the same time delivering a great customer experience through automation and self-service.

As you think about IVR, automation, and self-service, this ebook will help you to understand many of the ideas and strategies that underpin a successful voice strategy. The areas covered here include:

  • General principles of voice self-service
  • How customization adds value to your IVR design
  • Why personalization is critical for customer experience
  • The kinds of security you can expect for IVR applications and how those effect CX
  • Why voice and IVR make sense as starting points for omni- and multi-channel
    communications projects

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