Modernize the Customer Experience with Conversational IVR

Sponsored by [24]

When it comes to customer service and engagement, the voice channel reigns supreme. Although organizations have focused much of their efforts and budgets on digital transformation in recent years, telephone calls accounted for 74.8 percent of inbound contact center interactions in 2019. This includes self-service and agent-assisted calls, both of which are usually routed by an interactive voice response (IVR) system.  

The COVID-19 pandemic dramatically increased demand on voice channels. With sweeping stay-at-home orders shuttering businesses and sending millions of workers home, customers turned to the phone to do many things they would normally do in person. Online shopping skyrocketed, with buyers picking up the phone to ask questions about products, shipping times, and returns. Call volumes also spiked across healthcare, financial services, internet providers, government services, and other industries as people relied on the phone to complete crucial tasks—such as securing loans, getting remote medical advice, and accessing benefits—and the newly homebound sought to connect with live humans during the crisis. The events of 2020 have made it clear: The voice channel is more important than ever. Download now to learn more!