Summary
At many companies, interactive voice response (IVR) applications haven't changed from their original purpose for screening and steering calls and allowing customers to perform basic transactions. Despite changes in how customers choose to communicate with companies, many organizations still deploy IVR applications the same way they did 20 years ago. IT managers should consider the use of IVR not only for basic call handling, but also as an important application for improving customer experience and delivering higher-value interactions. In addition to supporting new functions, upgrading IVRs to standards-based platforms also provides more cost-effective management and greater flexibility. The telephone remains an important communication channel, and IT managers need to consider better ways to improve their customers' initial dialogue with a company.
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