IVR

Question 1

What are KPI’s for IVR

Answer 1

IVR Containment Rate

Number of Internal Transfers

Customer satisfaction

Self-service Success rate

Question 2

What are buyer persona’s for IVR

Answer 2

VP of Customer Success

VP of Customer Experience

VP Customer Care

VP of Contact Center Operations

Question 3

What are business Challenges for for IVR

Answer 3

Improve self-service containment within IVR

Improve call routing to agents

Reduce transfers between agents

Question 4

What are key capabilities for IVR

Answer 4

• A visual of the customer journeys
• Understanding the paths, bottlenecks and fallouts in the IVR.
• Dashboards that manage the containment and allow improvement with within the IVR.

Question 5

What are disco Q’s for IVR

Answer 5

How do you know where customers are dropping out of IVR?

How plan to reduce the customer effort in IVR?

Question 6

What are differentiators for IVR

Answer 6

Can be integrated to speech analytics

Ready to deploy vs starting from scratch

AI Driven analytics to find problematic areas in the IVR

Question 7

What are Competitors for IVR

Answer 7

Nuance / Internal IT

Question 8

What are Success Stories for IVR

Answer 8

Blue cross blue shield - found that people who chose the translator were speaking English