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IVR Featured Article

IVR Software from Heaven

 
April 09, 2012



One of the major trends in business optimization is the analysis of IVR technologies, or Interactive Voice Response systems.

While IVR is not new, IVR diagnostics and analytics have reached new levels of efficiency and they have developed many new features that help pinpoint weaknesses in a call center system, so discusses a recent white paper from Angel.


In the past, call volume and call length were the only metrics that one could rely on, and even then conclusions were often dubious. Now, the entire experience that a customer has can be tracked; how long they spent on a menu, how frequently they hung up at a certain stage, and how unclear some stages or scripts within menus that might be difficult to navigate. This kind of information is invaluable in tweaking IVR systems so that callers are less frustrated and are satisfied in a timely manner, both ensuring brand loyalty as well as freeing up resources more quickly to answer new calls.

 What’s more impressive is that cutting-edge providers of IVR analytics such as Angel have created web-based programs that can analyze a customer’s IVR as a cloud-based service; this means no costly investment in software, no special training or employees to hire and basically no up-front investment.

Several case studies show that this can save a business more than $1 million/year in lost revenue and increase the position of the brand in the marketplace as well.

Additional benefits observed by companies that invested in Angel’s IVR analytic services are things like average call times being reduced by almost 1 minute and 10 percent less hang-ups by frustrated customers.

 It is assumed that the savings mentioned above are strictly overhead savings and that the improved reputation and happier customer base are yet unmeasured but can only contribute to even more ROI on such optimization services.



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Learn More About Best Practices

Featured Whitepapers

Join the Crowd, Moving to the Cloud

Join the Crowd, Moving to the Cloud
Companies are increasingly turning to the cloud as the ideal solution for replacing their legacy IVR system.

Driving Performance with Embedded Business Intelligence Analytics in Your Voice Application

Driving Performance with Embedded Business Intelligence Analytics in Your Voice Application
This whitepaper explores the value of having embedded BI in your voice application and the rich information...

Five Simple Strategies to Make Your Support Center Callers Smile

Five Simple Strategies to Make Your Support Center Callers Smile
This paper highlights five simple strategies any organization should consider to cost-effectively increase the level of service of their support...

Product Showcase

Angel Outbound IVR Solution

Smart businesses know that it is far less costly to retain a customer than it is to gain one. With an outbound Interactive Voice Response (IVR) plan, a critical piece of an overall Customer Experience (CX) Strategy, businesses big and small can provide a high-touch, personalized CX - differentiating their brand above others. With a strategic Angel Outbound IVR campaign you can send personalized.


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