Interactive Voice Response and Self Service (IVR) forms the backbone of self-serve applications that allow customers to retrieve account information, place product orders, complete market research surveys and more.
Intelligent, speech-enabled IVR solutions allow you to serve customers through an automated system in an efficient manner, eliminating the need for agents to fulfill routine inquiries.
The ideal self service solution is designed with your customers in mind, what do they want automated and when do they need to speak to a customer services agent? The best solution is a self services that is blended – one that automates simple processes and transactions with agents on hand to answer more complicated issues allowing customers to be served quickly and efficiently 24/7.
Moving on from simple IVR and Self Service is speech recognition, which allows the caller to interact with the system without having to listen to long menus or punch in numbers.