Featured Research
People will go to great lengths to avoid interactive voice response (IVR) systems. Yet progressive, customer-pleasing companies like Hyatt Hotels are putting conversational IVR systems into place to the benefit of both their guests and their contact center agents. Therefore, in an age when some have said “The IVR is Dead,” we see “Conversational IVR” playing the role of Virtual Assistant in the enterprise, fostering a better customer experience and higher morale among customer service representatives.

This Report made available courtesy of Interactions and Hyatt. Click Here to receive a copy.

For more information on becoming an Opus Research client, please contact Pete Headrick ([email protected]).

Categories: Featured Research, Reports

Tags: speech processing, customer care, IVR, customer experience, Virtual Assistants