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Research reveals contact centres embracing open standard IVR
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Open standard Interactive Voice Response (IVR) is providing a solution in the contact centre, it has been claimed. Research by Datamonitor has revealed Voice-XML-based IVR software is now superseding traditional IVR in the contact centre. Automated IR systems, it explained, are saving businesses money and resources to make routine customer service calls. Saurabh Virmani, customer interactions technology analyst at Datamonitor, explained customer service is becoming a "key differentiator" among companies with high levels of client interaction. "In an increasingly competitive market where improved customer satisfaction and resource management are vital to success," she said, "the constraints of today’s legacy IVR systems cannot meet the growing needs of enterprises". Meanwhile, remote working from the contact centre has also been encouraged. Organisers of Work Wise Week, which will run from May 15th to the 21st in the UK, are encouraging experimentation in working from home after it was revealed only a tiny percentage of the country's 6,000 contact centre staff are ever home-based. Azzurri is helping organisations make their contact centres work better with a focus on multimedia blended contact centres.  |
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