Consumers demand faster, simpler ways to engage with companies and resolve issues. Traditional touch tone-based IVRs can’t offer the experiences callers receive from other channels. Forward-thinking companies are enhancing their IVR with natural language technologies to provide a modern IVR experience. Nuance Call Steering is the front door to a new Conversational IVR solution – and the first step in creating a memorable customer experience that whisks callers quickly to where they need to be.
Call steering utilises Natural Language Understanding and advanced dialogue strategies. Customers can say anything they like and not be constrained by fixed menus that don’t meet their needs. Call Steering offers a more natural way to engage the IVR and increases customer satisfaction, shortens call times and improves overall call centre metrics.
Want proof? Check out our infographic – "Current State of the IVR" to see how companies that modernised their IVR perform 75% better in call intent determination.
Increase in completed calls in a Healthcare company
Reduction in misroutes in Telecom firm
Reduction in improvement in automation in Financial services company
Call Steering offers a more natural way to engage the IVR and increases customer satisfaction, shortens call times and improves overall call centre metrics.
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