Creating a Customer-Centric IVR Experience

Recent studies show that the vast majority of consumers today are both familiar and comfortable with the use of automated telephone self-service systems, including IVRs.

In fact, in a report by Forrester Consulting, 65% of consumers say they expect, and some even prefer, the self-service system over a live agent for certain tasks, such as prescription refills, getting a flight status, checking an account balance, storing information requests and tracking shipments. inContact discusses how to get your IVR from From Irritating to Interactive.

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