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Resources » Interactive Voice Response (IVR) Trends

There are several main trends that we are hearing about with regard to IVR usage today.

One is the practice of charging customers to get to an agent to do a self-service transaction that is available on the IVR. This practice is similar to when banks started charging customers to see a teller.

Another trend is happening with outbound automated calls. They do not just call you and remind you of an appointment, for example, but they also may offer you some self-service to cancel or change an appointment. They may call you to remind you that your bill is past due. Nobody likes to think about past due bills, but the IVRs can call you now, and they can let you make a payment right on the phone. You were not previously able to do that, but there is a big push to use more outbound self-service as opposed to just outbound notification applications.

Another area of growth is using the IVR as part of an overall touch point strategy with customers. It used to be more of a siloed-application touch point to callers. It was its own animal, if you will. Today there are social media, chat and email, and a lot of the older platforms do not necessarily support or plug into larger products that support all of those touch points on one platform. A benefit to the overall strategy is that all of those applications can share some of the same back-end transaction information. The newer platforms are VoiceXML compliant. They can deal with Web Services, which has typically been limited to web applications.

Those are the primary trends we are seeing today.

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