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State of IVR – How Omni-channel is Driving the Evolution of Voice Self-Service


Presented By: Nuance

Live Date: April 4, 2017. Sign in to listen to the recording.

Presented by guest speaker Art Schoeller, VP and Principal Analyst, Forrester Research; and Chris Caile, Senior Principal Solutions Marketing Manager, Nuance Communications

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About the Webcast

 forrester.greenCost pressures, escalating customer expectations, and the explosion of interaction channels have combined to exert enormous pressure on the existing customer care delivery model.

So what does it mean for voice self-service—and more specifically, interactive voice response (IVR)?

The reality is that customers still call your IVR – and depend on it more than ever to resolve complex issues they can’t address through other channels. But many organizations have been lulled into complacency, favoring technology investments in digital channels and only updating their IVR when absolutely necessary—resulting in a marginalized customer experience at their most critical time of need.

Join us as we explore the future of omni-channel customer care and the IVR’s role in this new paradigm; what organizations can do right now to optimize their IVR and the customer experience, and what the next generation of intelligent, conversational IVR will look like.

You’ll also learn:
• The three biggest mistakes organizations are making with regard to IVR strategy and investments
• IVR innovations that can make an immediate impact—like visual IVR, IVR to Digital, voice biometrics, proactive engagement and more
• Best practices for creating seamless, contextual connections from digital to voice channels and vice versa
• The movement toward a ‘design once, deploy many’ approach to centralize and leverage investments in IVR across digital touchpoints
• The role AI, predictive analytics and machine learning will have on the future of the IVR

Plus, you will hear examples of organizations who have modernized their IVR.

About the Presenters

Art Schoeller, VP and Principal Analyst, Forrester Research

Art supports Application Development & Delivery Professionals who plan, build, and run unified communications and contact center workloads for enterprises. His 35 years of experience span the computer, communications, and software industries.  He is best known for his accomplishments with CTI while at AT&T/Lucent. He led the team that partnered with Novell to establish the CSTA standard.

In addition, Art has served in various vice president and director positions at AT&T/Lucent and Dictaphone. While at Microsoft, he led the development of a unified communications and collaboration solution with Accenture. Art also filled leadership roles in analyzing these markets while holding director-level positions at Gartner Group and Yankee Group.

Chris Caile, Sr. Principal Solutions Marketing Manager, Nuance Communications

Chris is responsible for marketing Nuance’s Conversational IVR solutions. He brings broad marketing and technology experience gained at Microsoft and Motorola where he drove successful campaigns in conjunction with business partners. Chris holds a B.S. in Business Administration and minor in economics and math from Illinois State University.