IVR (Interactive Voice Response) technology is a cornerstone of modern contact centers and UCaaS platforms. IVR enables businesses to automate certain phone interactions, use smaller customer service teams, and ultimately reduce costs. If it’s used correctly, an IVR can also streamline the customer service process.

The trouble is that most customers resent IVR systems. This indicates that current IVR implementations increase efficiency at the expense of the customer experience. However, IVR systems can be a cost-reducing asset that actually improves the customer experience, rather than being something customers try to bypass.

Download the eBook to learn more about: