IVR also known as the Interactive Voice Response is a beloved and hated tool within the contact center world, depending on who you ask and how it is used. Originally created in the 70’s, it has grown from touch tone keypad to voice recognition. IVR was created with the best intention in mind. Benefits of IVR are many when used correctly, saving both staff and customers time as well as reducing contact center expenses. Yet could it be that something so good be negatively affecting your...
- 23 Mar, 2019
- 168Solution Public Class