Datamonitor’s research report, The Rise of Outbound Applications in an Economic Recession, reveals the reason that companies are demanding outbound IVR. Customers want to take your outbound calls and talk to your IVR for convenient services that make their lives easier. Interactive outbound IVR allows contact centers to reach out to customers live to make offers, take transactions, and increase customer interaction without the spend on human agents. At the same time customers expect conversational and personalized self-service as they have become accustomed to service on demand.
Millions of customers today are taking calls and interacting with IVRs for pharmacy prescription refill, airline flight check-in, and healthcare test results. Find out why Datamonitor predicts that more companies will adopt the technology to improve customer service.
http://www.voxify.com/landing_pages/customeriq_datamonitor_1_10.php
The Calls Customers Want to Get—Outbound IVR
Customer Contact Week | 01/18/2010