IVR Optimization


 

While IVR Optimization can be tailored to your specific needs,  we follow  2 simple steps approach  

Step 1 - Shape the complete IVR Experience for every Customer Journey
  1. Visualizing the steps that led to calling the Contact Center
  2. Investigate complexity of IVR  to identify flows, bottlenecks and drop-offs
  3. Analyze the reasons for deflection to optimize the IVR experience accordingly 
Step 2 -Optimize
  1. Identify the main opportunities and trends in IVR flows to increase containment
  2. Visualize the customer journey to and through the IVR channel 
  3. Recommend opportunities to improve the IVR whole experience


Let's start a conversation about your requirements