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Resources » Improve The Contact Center Experience

From a contact center space, one of the main challenges for users is when they cannot self-serve in an Interactive Voice Response (IVR) location. We need to ensure that the customer is getting to the right agent the first time. When that does not happen, it leads to a significant amount of frustration from the customer's perspective, which leads to all sorts of challenges for the entire business.

In order to fix the problem of incorrect call routing for the customer, you really need to look at the IVR and the contact center strategically. The IVR is just one component. It is important to examine how to integrate it with the switch and vectoring in the switch, depending on what technology you are using, to ensure that the customer is being delivered to the right agent the first time so that their problems can be answered.

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