New Solution Reduces IVR Frustration


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NICE has launched IVR Journey Analytics.

The solution is designed to reduce customer effort and improve the experience of interactive voice response (IVR). It can also help organisations optimise their IVR channel, turning what has often been a frustrating process into a better experience.

The cloud-based solution is the third addition to the Customer Engagement Analytics platform, which helps organisations sequence and visualise the customer journey to understand why customers are contacting them, predict their next move, and personalise customer engagement.

According to the company’s 2013 Global Customer Survey, 73% of consumers use IVR during their interaction journey. But at least half the time, they do not succeed in resolving their issue—one-third of those callers simply hang up, and the other two-thirds bypass the system or try to contact a live agent.

The system gathers insights from the customer journey prior to, during, and after the IVR interaction. It can determine certain patterns of behaviour and then use this information to improve the IVR experience – by whittling down the menu options to provide only the options relevant to the particular journey. It also enables visual mapping so that any IVR service bottlenecks can be pinpointed and resolved.

Organisations can also use the feedback solution for the IVR channel to solicit real-time customer feedback immediately following either an interaction that was contained in the IVR or an interaction that was handled by a contact centre agent.

Miki Migdal

“A weak link anywhere in the customer journey can shatter the entire experience, and the IVR is typically the first step in a service call,” said Miki Migdal, President of the NICE Enterprise Product Group. “This IVR analytics solution enables organisations to revitalise the way they engage with consumers over this channel and create a more gratifying customer journey from start to finish.”

For more information about NICE Systems, visit their website.

Author: Megan Jones

Published On: 22nd Apr 2015 - Last modified: 18th Dec 2018
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