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Introduction

Enterprises are seeking new technologies that will position them as thought leaders in customer service while lowering operational costs. Artificial intelligence-based voice self-service solutions show great potential in that endeavor.

Highlights

  • SmartAction IVA adds the power of artificial intelligence to the IVR, delivering reasoning and perceptive abilities in serving customers. This is a natural evolution of the IVR and makes for a powerful combination of technologies.

Features and Benefits

  • Discusses IVA, a cloud-based offering with a pay-as-you-go approach to billing that enables an easy path to transition away from IVR for most enterprises.
  • Evaluates how AI-powered IVRs allows enterprises to consider an option to divert calls from expensive live agents to a client-pleasing self-service approach.

Key questions answered

  • Are artificial intelligence-based IVRs that will allow contact center managers to reduce costs while enhancing customer delight available today?
  • How can I relieve my contact center agents from the tedious repetitive functions that cause high levels of agent churn?

Table of contents

Summary

  • Catalyst
  • Key messages
  • Ovum view

Recommendations for enterprises

  • Why put SmartAction IVA on your radar?

Highlights

  • Background
  • Current position

Data sheet

  • Key facts

Appendix

  • On the Radar
  • Further reading
  • Author

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