Modern IVR – An IVR Experience Your Customers Can Love
Most consumers strongly dislike their encounters with IVR systems. As a result, those who find themselves in an IVR will do their best to find a way out – usually by hanging up! Many companies’ IVRs do not exploit the full set of capabilities of modern systems, relying on basic “press 1” type call routing. The result is low IVR containment rates – approximately 38% on average. This rate could be much higher, which would then make customer care costs much lower.
Enter the Aspect Modern IVR – seven key capabilities shown on the IVR Innovation Wheel below that, individually or collectively, create an IVR experience your consumers will love – not just tolerate. They can be cataloged around the two enabling concepts of “personalization” and “digital channels”.
Read through this quick guide to understand the key capabilities of each item on the IVR Innovation Wheel and assess which are the most essential to your business.
The Foundation for Modern IVR: Speech Recognition, VoiceXML, SIP
Aspect CXP Pro, the combination of Aspect CXP, our industry-leading application server and lifecycle management suite, and Aspect Prophecy, a highly compliant VoiceXML and CCXML engine, give you everything you need to power Modern IVR applications.
Whether it’s about basic call routing, proactive outbound IVR, or inbound self-service – we’ve got you covered. Applications include information retrieval, telephone surveys, order status, emergency notifications, virtual receptionists, conferencing solutions, voice verification and more.
All applications can be powered by basic touch-tone (DTMF) control, menu-driven speech recognition, or even free natural speech, to provide the best experience possible.
Gather customer information and match it with data from your CRM and back-office systems to deliver personalized, conversational service. Use voice biometrics to add an extra layer of security.
Self-Service – Part of the Larger Customer Experience
It is paramount that self-service applications are designed to be part of the larger customer experience since there will always be times when agent assistance is needed to resolve a more complex or sensitive issue. There are also times when human mediation is needed for compliance reasons.
Aspect helps businesses provide their customers self-service and live service that go hand in hand.
Deployment Flexibility: Cloud, On-Premise, Hosted
Aspect self-service solutions can be deployed in the Aspect Cloud, on premises and in hybrid cloud deployments that leverage the strengths of both deployment models. The same software stack that is deployed in our cloud is also available as licensed software on-premise. This allows you to start in one model, then move to the other without any changes required for your applications. Maximum flexibility, minimum risk.