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