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Are you talking to me? | theOutsourcing-guide.com

By Mark Atterby Despite being the channel customers love to hate IVR (Interactive Voice Response) is still growing and is predicted to be worth $2.78 billion by 2017, according to a 2012 report from Global Industry Analysts (GIA). The growth is being driven by outbound IVR to deliver important notifications and proactive customer service functions. IVR has had a mixed history, on one hand reducing call wait times and improving overall efficiencies and service levels, on the other, driving cust

Source: theoutsourcing-guide.com

Good overview to IVR, Outbound IVR and Visual IVR- #IVR #ccallcenter #custserv #cx

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