Customers expect personalized and contextual options when interfacing with phone self-service IVRs. And businesses demand better systems to meet these growing customer requirements. Instead, most companies deploy one-size-fits all self-service systems resulting in generic and ineffective menus, thereby driving up customer frustrations. Poor IVRs are just bad for business. Companies need to rethink their IVR strategy.
Today, Yankee Group, Genesys, and VoiceObjects look at the state of today's phone self-service systems. They show how the combination of Phone Application Servers and VoiceXML help companies increase customer satisfaction while improving operational efficiencies and achieving business goals.
In this Webcast, you will learn:
- The voice self-service experience today – as defined by Yankee Group
- What customers and enterprises are demanding in a phone self-service experience and how companies can meet these demands
- How VoiceXML and open standards IVR platforms drive the foundation for personalized IVR offerings
- How VoiceXML and open standards IVR platforms drive the foundation for personalized IVR offerings
- How real-world customer experiences, such as Postbank, are improving customer satisfaction 66% with their new personalized IVR
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