Why IVRs are the most complex part of the contact center ecosystem

Everyone knows that callers have an aversion to IVRs. Usually IVR applications are implemented poorly and, to be honest, many companies have a hard time doing them right. There are even web sites out there that tell callers how to quickly opt out to a live agent.
Customers expect a lot from the IVR and have [...]

We’ve seen cost savings come from 4 places when deploying shared IVRs

Our goal is to decrease the amount of calls that are unnecessarily taken by live agents. Live agent costs are the biggest cost in a contact center. If we help people get what they need in the IVR, we decrease agent transfers and eliminate labor and network costs. If the call flow is carefully thought [...]