Giving a Voice to Customer Experience

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