“Augmented IVR: Second Life for Interactive Voice Response”
The ascent of the smartphone has propelled interactive voice response (IVR) technology well beyond the roles of simple call deflection or agent avoidance. IVRs are entering a new world of choice and customer empowerment. Far from forcing its last gasp, the smartphone has breathed new life into each enterprise’s IVR and voice app infrastructure, augmenting resources that bring both visual and voice resources into each customer’s critical path.
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