CRMXchange — Your Gateway to Enhancing the Customer Experience

Home > White Papers
PS Directory

IVR

 Join Now

Provide customers access to account information and much more by simply touching a phone keypad, interactive software allows your company to meet the 24/7 needs of its customers. When properly implemented user-friendly, IVR offers many benefits, including added flexibility for customer services and increased productivity.

Read the information below to learn more about interactive voice. Stay up-to-date with the technology and see how these advancements can improve your overall operations in a cost effective manner.

Start below and learn how voice response systems can improve the customer experience within your call centers and ultimately enhance the bottom line for your business.
 

IVR

  • How To Build A Bullet-Proof Justification For Your New IVR
    - Presented by BBN Technologies
     You know a new IVR would cut agent time and improve caller satisfaction. But getting management support and budget approval is a huge challenge. You need concrete data about your callers that shows exactly how and where a new IVR will make a difference. Unreliable "guesstimates" from vendors and consultants isn't enough. This white paper describes how to build a business case you and your company can trust. Sign in to download this white paper  Read More...
  • How To Get More From Your Existing IVR
    - Presented by BBN Technologies
     You don’t need to replace or upgrade your IVR to increase self-service, reduce opt-outs and transfers, and improve satisfaction. Analyzing customer behavior inside your IVR will reveal fixable obstacles and avoidable frustrations that can make a huge difference. In this white paper, you’ll learn how to get more value from your existing IVR system. The key is to use a data-driven approach to pinpoint targeted changes that make it easier for your customers to use your IVR successfully.  Read More...
  • Top 5 Ways to Make IVR Work for You and Your Customers
    - Presented by inContact
     Unless you’ve been living in some remote location without a phone, you’ve interacted with an Interactive Voice Response (IVR) system at one time or another. They are increasing in popularity as more and more companies are turning to self-service solutions to reduce costs and serve their customers better. But as you may have experienced yourself or with your own customers, there is a right way and a wrong way to use an IVR.  Read More...
  • Measuring IVR Performance
    - Presented by Microsoft Tellme
     An interactive voice response (IVR) platform is a sizable investment and one that requires ongoing attention to ensure it delivers positive returns. Businesses need to know which IVR investments will improve caller experiences and yield desired results. Yet, when it comes to IVR improvements, a lack of information and insight has historically stood in the way of smart, bottom-line decision making. As a result, businesses have relied on indirect metrics like containment rate to assess ROI.

    Disparate recommendations in the industry have prevented the establishment of a standard metric, but Task Completion Rate (TCR) promises to be the metric that will provide measurable insight into IVR performance, and ultimately ROI. Sign in to download this white paper to learn about Measuring IVR Performance.      Read More...
  • The New Outbound IVR Buyer's Guide
    - Presented by Microsoft Tellme
     Use this buying guide to select the most appropriate outbound IVR platform to meet your unique business needs. Know what to look for to ensure you will have enough capacity, control, and cross-channel consistency to deliver exceptional proactive service to your customers.  Read More...
  • Measuring Customer Experience Over the Phone Channel
    - Presented by Nuance
     There’s no question that your contact center is a critical link between your company and its customers. But how can you tell if your contact center is actually getting the job done? Download our new "Benchmarking Your Customer Experience" Kit to learn how benchmarking can help you.  Read More...
  • Top Considerations for a Hosted IVR
    - Presented by Nuance
     There’s a lot of buzz about cloud computing these days. It's an inexpensive way to gain quick access to flexible computing resources. But there’s more to it than that. Hosting can simply be a better way to do business—especially when it comes to call center technology. Cloud-based Interactive Voice Response (IVR) solutions are key to offering the best service and driving customer loyalty.  Read More...