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:

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Our global findings—as well as key insights from North America

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Which IVR capabilities were common at the start of this year, and which weren’t

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Why personalization, integration, and authentication are so valuable during disruption

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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.

Get the report

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Research report

How disruption can transform voice channels

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