IVR in an omni-channel world

Sponsored by Nuance

When it comes to customer service in the digital age, people only want to talk to someone as a last resort. Customers call IVRs when they need answers the most, when all other channels have failed. Yet at the peak of their frustration, they’re being greeted by outdated touch-tone phone systems, confusing menu options, and clumsy PIN and password authentication. It’s the exact opposite of a modern digital experience — and the negative effects on customer satisfaction and retention can be dramatic. Fortunately, there’s a far better way.   Continue reading to learn more!