How Using Real-Time IVR Analytics Creates Better Call Containment!
Sponsored by Speech-Soft Solutions
Real-Time IVR Analytics were deployed after a customer’s containment was gradually degrading resulting in more calls to agents and longer wait times. Once this technology was deployed to track and establish a baseline for containment within the application, it was used to identify two dialogs and one service that were the source of the additional agent calls. The service was timing out at two points during the day and then recovering. Service capacity was increased, and the problem was eliminated. Download now to learn how this technology can help your organization too!