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SYS-CON MEDIA Authors: Kevin Jackson, Peter Silva, Greg Wind, Glenn Rossman, Michael Jannery

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Research and Markets: Benefits of Refreshing the IVR - Customers Speak Out

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

2. Introduction

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.

About Research and Markets

Research and Markets is the world's leading source for international market research reports and market data. We provide you with the latest data on international and regional markets, key industries, the top companies, new products and the latest trends.

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