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Interactive Voice Response
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Interactive Voice Response
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Home >> Customer Experience (CX) >>  Interactive Voice Response
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Customer Experience

As most of us have personally experienced, phone-based call center experiences leave much to be desired. IVR software has traditionally been viewed and used as a call avoidance tool, rather than as part of an integrated multi-channel strategy for delivering personalized, differentiated customer experiences that drive customer loyalty. How can you meet your cost management goals while delivering on superior customer experiences?

Business Challenges

  • Customers are frustrated by confusing, difficult to navigate IVR software
  • Consistent, excellent support is not delivered across all contact channels
  • Personalization is impossible via the phone support system

Solution

With the New Interactive Voice Self-Service Modules, our IVR software, the phone channel is a key part of providing an integrated multi-channel customer experience strategy across your organization, bridging the needs consumers have to access support and service when and how they want.

Virtuos IVSS enables you to provide a tailored, personalized experience for each caller, based on who they are, why they are calling and your business objectives. With our IVR software you can identify, segment, and determine the best course of action for each caller including providing an automated answer to a question, routing a high-value customer to an appropriate specialist to address the caller’s specific need. This provides the accessibility consumers require, 7x24x365, with the personal connection consumers want.

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