A few weeks back, I asked IVR provider, Angel.com's Principal VUI Designer, Mike Ahnemann, how deploying an IVR system can increase productivity within an organization.
"A well-designed IVR system with access to customer data is able to quickly and efficiently handle many common - and often mundane - caller requests, freeing up live agents to be able to handle the more involved calls that come in," Ahnemann told me.
So, while it's clear that with an IVR system a company can increase agents productivity, sales turnover and overall operations, it's also been debated that IVR is a dying breed, and that people prefer to speak to a live agent on the phone.
But, as an IVR provider, I had to find out how Angel.com felt about this somewhat questionable, and threatening stances many industry-goers have.
However, despite what some say, Ahnemann told me in a recent TMCnet interview that IVR is not a dying breed.
"I believe the only dying breed is the traditional IVR system, with its lack of knowledge about the caller, its many layers of nested menus, and its one track mind with regards to containment and keeping callers away from live agents," he said, adding that today's well-designed IVR systems tie in with all available customer data to drive intelligent and proactive interactions.
These systems know that customers do things on the web, or on smart phones as well as by phone, and they leverage the data from all channels to drive an intelligent experience.
"The systems can even take advantage of technologies like SMS to send confirmation and summary messages, and if callers need to be transferred to an agent, they are sent over to the correct agent with information about what they did in the IVR, so agents save valuable talk time, and callers get their issues resolved quickly," Ahnemann added.
And, with the intention to put the Caller First, it's no wonder Angel.com is so confident in the future success of IVR.
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