Interactions Blog

New research indicates that traditional speech-based self-service over the phone can fail up to 48% of the time a customer speaks. That means if you’re using a speech IVR and paying on a consumption basis – you could be paying double for the value you are receiving. That’s like paying for a Corvette and getting a Focus.

The best and most consumer friendly Interactive Voice Response (IVR) systems save callers time by easily answering the questions most frequently asked, and by connecting callers with the best available agent for more complex inquiries. The problem is, most IVRs simply don’t do this well. Consumers call the companies with whom they do business to get something done.

Guest Blog by Jeff Kirchick, VP Enterprise Sales, NextCaller. If you’re anything like me, you don’t spend too much time looking for the answer to your question online because it is time-consuming, tedious, and sometimes painful. Oftentimes, in looking for the answer to your question online, you just come up with more questions.