IVR Interactions Cost Seven Times Less than Live Calls, ContactBabel Finds

A phone call handled by interactive voice response self-service costs an average of 98 cents, more than seven times less than a live phone call, according to new research from ContactBabel.

The research, presented in the research firm's "The Inner Circle Guide to Self-Service," found that the cost of IVR interactions was also "significantly less" than those for email or Web chat.

Additionally, U.S. businesses could save nearly $15 billion each year by automating their customer identification and security processes, the research found.

And, according to the research, virtual Web-service agents can deflect 25 percent of calls and 50 percent of email away from the contact center.

Voice XML Brings IVR into the Future

Continuing demand gives these applications an impetus for improvement.

30 Apr 2014