The Majority of Contact Centres Don’t Integrate Their IVR and CRM

According to our poll,  73% of contact centres do not integrate the IVR with the CRM, whilst only 18% do so to provide a personalised experience.

Poll – Do you integrate your IVR with the CRM? – answers

Yes to provide a personalised experience – 18%
Yes but only to provide tracking on contact outcomes – 9%
No we do not integrate the IVR with the CRM – 73%

Source: Call Centre Helper webinar: 5 Steps to Streamlining Your IVR System     Sample size – 148     Date: March 2015