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Article : Adaptive IVR: Our Side Is Greener
Jump the Fence
In business today, growth and performance increases are more than a goal - they are an expectation. Each year, every part of your business, from marketing to operations, is held to higher standards. Why shouldn’t they be? If you don’t perform, you must not be doing your job well. Today’s ever-evolving business climate demands the flexibility to turn on a dime, while delivering exceptional results. Yet, when it comes to Interactive Voice Response (IVR) technology, many enterprises keep the bar low.
Chances are, as long as your vendor meets its basic service level agreement and your system isn’t crashing too often, you’ll automatically renew your contract. But when was the last time you really reviewed your IVR system’s performance? We’re willing to bet that it’s been years, and it’s highly unlikely your IVR is performing better today than the day you turned it on. If the world stood still, that wouldn’t be a problem.
Unfortunately, lackluster performance from your IVR is a drag not only for your customers, but for your bottom line as well. An inefficient, outdated and unsafe IVR can’t provide the kind of experience today’s customers expect, and that means every call drains more green from your business. If your IVR is slacking, it’s time to take a look at what today’s newest technology has to offer. Jump the fence and find out why the grass is greener with Adaptive IVR.
The Grass is Greener with Adaptive IVR
Adaptive IVR can run circles around older systems with outdated technology - and even around those that are advanced, but non-adaptive. This is a truly smart, cloud-based IVR that learns user behavior and adapts to their needs, creating a highly personalized experience customers love. With Adaptive IVR, calls are shorter because customers are able to achieve their goals with less effort.
Your callers want an easier, user-friendly experience. Streamlining call flows and improving automation gets them the service they want, all while lowering your costs. Adaptive IVR learns customer-specific behavior made over multiple calls, then, personalizes the call flow based on caller preferences and patterns. It actively remembers enterprise-authenticating factors and historical interactions, then, tailors personalized experiences to ensure your customers get their desired result efficiently. Pretty cool, hey?
Additionally, Adaptive IVR recognizes that not all callers are the same. Even anonymous customers get an individual experience, all based on how they respond in real-time. If a caller needs more time, they’ll get it instantly, while an advanced caller, who is familiar with your system, can breeze through faster voice prompts and scripts. Behavior-based personalization, created during each call, results in ease-of-use, reduced frustration, and more timely issue resolutions so customers don’t bounce to an agent unnecessarily.
When your customers self-serve more often, it results in fewer transfers to live agents, ultimately reducing your costs. Adaptive IVR helps you nurture customer relationships by providing customer service that is a cut above the rest. That’s why the grass is greener on the adaptive side.
You know that if you can’t keep finding ways to improve performance, your bottom line isn’t safe. And what’s unknown can suck the green right out of your profits faster than a blight will brown your lawn.
If you don’t understand exactly how customers are interacting with your IVR today, we’re here to help you. We use our business intelligence and advanced analytics to provide continuous improvement insights that lead to a better IVR performance year after year. And with better performance, come greater savings that grow like compound interest. In fact, many customers have saved an additional 50% over the life of their contract simply through continuous improvement.
Advanced analytics also help protect your customers from the looming threat of fraud, hanging like a dark raincloud over your business. Adaptive Fraud Prevention analyzes callers for suspicious activity and flags it, so you can take action before accounts are compromised.
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About Mark Clark:
As Director of Solutions Marketing, Mark Clark helps Contact Solutions grow its business by delivering differentiated value to its customers. Mark has an extensive background in B2B tech marketing and product management for enterprise software firms where he has helped these companies achieve rapid growth. He has MBA/BSEE degrees and holds a patent for specialized message routing.
About Contact Solutions Inc.:
By managing and monitoring hundreds of IVR applications for their clients, Contact Solutions Inc. develops and implements shared IVR systems that helps customers save millions and improve customer satisfaction. CSI IVR applications have been implemented across many vertical markets. By continuously improving our processes and our client applications, our solutions help solve business problems.
Published: Friday, March 6, 2015