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Introduction

IVR systems perhaps need to change their physical format and even their delivery systems to accommodate a more digital, multichannel world.

Highlights

  • The fundamental structure of the standalone IVR will likely change to meet the requirements of the omnichannel world, and will result in a merger of IVR applications with other contact center applications.

Features and Benefits

  • Assesses the changes that will be required for the IVR to meet the requirements of the rapidly changing customer care environment.
  • Assists readers in assessing the ability of their current IVR to handle the requirements of the multichannel contact center.

Key questions answered

  • Is my IVR able to meet the needs of my contact center over the next five years?
  • How can my current client interface be improved without changing out the entire system?
  • What will the next-generation IVR be like in terms of capabilities and structure?

Table of contents

Summary

  • Catalyst
  • Ovum view
  • Key messages

Recommendations

  • Recommendations for enterprises
  • Recommendations for vendors

The digital world is putting stress on IVR

  • Traditional IVR was developed for the voice telephony era
  • The potential benefits of IVR are proven and can grow

IVR platforms must morph to meet new demands

  • Predictive analytics comes to the forefront
  • IVR systems meet the multichannel digital future
  • Shaping the future IVR also requires some common sense

Appendix

  • Methodology
  • Further reading
  • Author

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