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Conversational IVR—Omni-channel customer engagement success stories

4 IVRs customers love.

How top brands modernized their IVRs to drive improved CSAT and cost control.

Case study portfolio

Discover the five ways to modernize your IVR and dive deeper into how top brands across different verticals modernized their IVRs to improve their customer experiences.

Even the oldest IVRs can be easily adapted to deliver experiences that are intuitive, incredibly efficient and even share‑worthy. Here are the top ways to keep up with customer expectations and the competition.

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Delta Airlines
  • Updated a decade‑old IVR to improve their self‑service experience
FedEx
  • Humanized the IVR to make self‑service natural and conversational
NYC311
  • Handled large call volumes while reducing expenses and improving operational efficiencey
TalkTalk
  • Increased IVR self‑service functionality while reducing misrouted calls and improving customer satisfaction

Backgrounds

Delta Airlines

Delta wants every traveler to feel welcomed and taken care of at every step of their journey, from booking flights to boarding their plane. But a decade‑old IVR system meant callers were stuck navigating long menus and repeating information frequently. To boost customer satisfaction and deliver the best booking experience in the industry, they knew they needed to modernize.

FedEx

FedEx strives to meet customer requirements in the highest quality manner—but they knew their IVR was lagging. They wanted to humanize the IVR, make it more conversational, and bring multiple North American contact centers together on a single platform.

NYC311

NYC311 averages more than 20 million non-emergency calls per year from over 8.3 million residents. It’s an immensely successful service—but the city wanted to find new ways to further improve the customer experience and reduce expenses.

TalkTalk

At TalkTalk, they believe everyone should enjoy affordable broadband, TV, and mobile service without frustrating barriers. They wanted their IVR to reflect those same values: easy to use, affordable to operate, and designed to keep customers happy.

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