Unanswered calls into call centres contribute to dissatisfaction and lead to churn. This case study reviews the implementation of a contextual IVR system by a communications service provider (CSP), and evaluates the tangible business and customer benefits the programme delivered.
White Paper sponsored by: Genesys
Author: Megan Jones
Published On: 12th Jul 2016 - Last modified: 2nd Jan 2020
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