With the Interactive Voice Response (IVR) market expected to grow from a whopping $3.7 billion in 2017 to a projected $5.5 billion by 2023, according to research from MarketsandMarkets. Now more than ever there is a requirement to ensure the first impression your customer forms about your business is the right one.

 

IVR's have come a long way in recent years from the non-interactive version to the more advanced complex option, including speech recognition software and artificial intelligence software (AI) along with Self Service capabilities. The conversation has changed more towards Intelligent IVR's which provide the customer with the ability to converse in natural language thanks to the introduction of AI –powered virtual assistants such as Alexa, Siri and Google Assistant.

Businesses across the globe are becoming more dynamic in their engagement strategies with more complex IVR structures. IVR's however need a start and an end, without any documented IVR scripts it can be extremely difficult to make any changes. Not knowing what your current IVR footprint looks like can be extremely damaging for your customer experience.

 

Performing these checks manually is not just time and labour intensive but it can also be prone to considerable errors. Relying on manual checks at regular intervals can lead to a variety of challenges without having the ability to validate call paths locally in each country.

Take the guesswork out of your IVR mapping today, speak with Klearcom.

Establishing a connection with your customers is one of the most important elements in maintaining a great customer experience. The voice quality of this experience from the carrier leg, through the IVR and all the way down to an agent is a critical part of this journey

In today's switching economy customers call their providers for a number of reasons, to make a complaint, place an order, looking to upgrade or perhaps advise them they're switching to a competitor. These moments are precious for both you and your customer so ensure there is affecting your lines of business.

Companies now more than ever need to be aware of voice quality issues before it impacts their customers. In a recent survey by GETVOIP, they outlined that 83% of callers would avoid a company after a poor experience with an interactive voice response (IVR) system

When it comes to troubleshooting issues such as intermittent voice degradation across your voice channel, it can become even more challenging to pin point where this problem resides, is it your voice provider / your contact center solution or even your
end agent?

The journey from customer to agent can sometimes
be a long a difficult one, with many links in the communications chain. Organisations, now more than ever strive for the perfect Customer Experience and to do so they need to ensure the customer journey is a seamless one. 

 

All of the hops in the telecom chain need to be considered, from the customer calling side, through to the IVR, calls going on hold and finally the end agent experience. 

Imagine for a minute you're that customer, calling into a business and the agent is the first human engagement your encounter throughout this chain of events.

Now more than ever is it imperative there are no external factors such as poor voice quality or connectivity concerns affecting that human experience.