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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 An inefficient, outdated and unsafe IVR can’t provide the kind of experience today’s customers expect, and that means every call drains more green from your business.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Adaptive IVR can run circles around older systems with outdated technology - and even around those that are advanced, but non-adaptive.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.


Performance Insights


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.


About Verint:
Company LogoVerint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - mission-critical insights for achieving strategic goals. Verint solutions are used in global and diverse markets, including: governments, law enforcement, and transportation; global corporations and financial institutions; retail and gaming establishments; and telecommunications and utility providers.
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Today's Tip of the Day - What Type Of Relationship Do You Want?

Read today's tip or listen to it on podcast.

Published: Friday, March 6, 2015

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2024 Buyers Guide Messaging Systems

 
1.) 
Amtelco

miSecureMessages
miSecureMessages is an encrypted messaging application designed as a pager replacement for healthcare organizations, call centers, and enterprise environments.

2.) 
eGain Corporation

Messaging Hub
eGain has rearchitected its platform to handle the messaging channels in a new way. eGain Customer Engagement Hub™, the platform that unifies knowledge, AI, analytics, and conversations to ensure that no channel is left in a silo, also powers the eGain Messaging Hub.

3.) 
Startel Corp.

Contact Center Software
Startel is a leading provider of unified communications, business process automation and performance management solutions for contact centers. Since its founding in 1980, Startel has established a loyal customer base from a variety of industries, including contact centers, education, healthcare, insurance and telephone answering service. Startel's solutions are designed to enhance the customer experience, improve employee productivity, reduce operating costs, and increase revenues.
 

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