A Q3 2009 survey asked 107 enterprise, contact center and IT executives and decision-makers from around the globe to identify their top goals and priorities for 2010. Surprisingly voice- speech self-service solutions (also known as interactive voice response systems or IVRs) are expected to play a key role in helping enterprises of all sizes achieve their 2010 objectives.
The top 2010 goal for enterprise and contact center executives is improving customer service, thus increasing customer satisfaction. The second most important goal for enterprise executives is cutting operating costs; this is similar to the number two goal for contact center leaders, which is to improve productivity. Companies where contact center VPs and leaders have aligned their top goals with those of the executive suite are much more likely to succeed in retaining and enhancing customer relationships.
The DMG benchmark study shows that IT has its own priorities; IT’s top goals for 2010 are to meet the needs of business customers and to keep the enterprise’s technology and applications running at optimal levels. This shows that IT organizations are entering 2010 with a strong appreciation of the need to support their business clients’ goals and objectives. It’s disappointing that IT does not make an effort to understand their customers’ goals, as this would help organizations to meet them better on an ongoing basis. This goal misalignment is the primary reason for the lack of trust between IT and contact centers.
An astounding 28.1% of companies not currently using an IVR system are in the process of looking for a voice self-service solution to help them meet their goals. The recession has pushed companies that were previously hesitant to use voice self-service automation to make investments in these solutions. An IVR software initiative that is planned, designed and rolled out properly can reduce the volume of calls to live agents by 20% to 90% (over time), depending upon the purpose of the contact center and the tasks programmed into the solution. The trend toward increased adoption of IVR is expected to continue even after the economy recovers. The benefits and cost savings from a well-designed IVR implementation generally convince even the most reluctant managers that these solutions are effective both for their customers and their cost structure. Click here or more of this study