|By Business Wire||
|June 13, 2014 03:26 PM EDT||
Research and Markets (http://www.researchandmarkets.com/research/sm7trs/benefits_of) has announced the addition of the "Benefits of Refreshing the IVR - Customers Speak Out" report to their offering.
Self-service in customer care is moving to the web and social media as the Millennials take to mobile devices with a do-it-yourself mentality. However, by no means is the phone channel going away. When self-service fails them, customers turn to the contact center, which typically means journeying through that perennial front door, the Interactive Voice Response application. Still, complaints about this channel abound.
This market insight explores the attitudes around IVR, the benefits of its use, and what solution providers are doing to make this happen.
Key Topics Covered:
1. Executive Summary
3. Taking a Perceptual Temperature Reading
4. Reality Check - IVR Grows Up
5. General Survey Findings
6. Solution Provider Findings
7. Customers Benefit from IVR Refresh
8. Case Study: Delta Air Lines and Nuance
9. A Final Word
For more information visit http://www.researchandmarkets.com/research/sm7trs/benefits_of.
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