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Streamline the service process for end-to-end benefits
Interactive voice response (IVR) analytics is a highly effective end-to-end call assessment solution that should be part of every contact center's customer experience strategy. IVR analytics contributes to the success and profitability of companies of all sizes by helping to reduce costs, increase and enhance self-service options, improve first contact resolution, and boost customer satisfaction by providing a better overall customer experience.
Customer Experience Analytics
IVR analytics is an essential element of customer experience analytics (CEA). DMG defines CEA as an analytical solution that captures, measures, analyzes, and evaluates the quality and outcome of the customer experience throughout all phases of the interaction for all customer-facing touchpoints, channels, and activities. This includes IVR and Web self-service, live agent and fulfillment or follow-up activities, and all actions initiated by the customer or agent on the customer's behalf.
The goal of CEA is to identify and understand how to better serve each and every customer while determining ways to optimize the use of all channels and streamline the service process.
IVR analytics systematically captures, tracks, and evaluates the "whole call" caller experience and leverages the embedded information to improve the overall customer experience across all channels, both automated and live agent. This includes evaluating the caller's experience during the entire call, in granular detail, from the initial contact, which is often with the IVR, through resolution, which may involve interaction with the IVR or an agent. The output of this analysis is used to do the following:
1. Identify call reasons.
2. Identify what happened in each call (call outcomes).
3. Assess the total caller experience, including the degree of customer frustration and effort involved in getting the issue addressed.
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