How disruption can transform voice channels
When customers need change overnight, contact centers with a flexible, full‑featured IVR can respond faster, more strategically, and more effectively.
But how common were such IVRs at the start of 2020? And how has the disruption of recent months been a catalyst for positive change?
Download our research report to learn why few IVRs were ready for this year’s challenges.
You'll discover:
1
Our global findings—as well as key insights from North America
2
Which IVR capabilities were common at the start of this year, and which weren’t
3
Why personalization, integration, and authentication are so valuable during disruption
4
How some brands have successfully adapted their IVRs at speed
You’ll also learn how to benchmark your own IVR, identifying current strengths and areas for improvement.