“Traditionally in the telecom industry, IVR systems are perceived as away of reducing the need for customer service agents to interact with customers,” said Michele Marrone, senior managing director, Accenture.“ But today, using the Dynamic IVR Solution, this operator is making it easier for customers to be directed to agents when one is needed. This supports the company’s critical metric of customer satisfaction, while also optimizing self-service in order to accommodate customer needs more quickly and at lower expense.”
This solution is enabling the operator to deploy voice applications in days, not months, while reducing the cost per change. It is also empowering one-to-one dialogue with customers through more reliable self-service, while freeing up more time for human agents to address customer issues of higher business value. All these factors support the company’s goals of higher customer satisfaction and an improved overall customer experience.
Accenture developed the new IVR solution in response to emerging trends in the customer service domain. Research indicates that customers believe that the quality of customer service has made a difference in their decision to switch providers. Customers are also demanding personalized approaches to customer care and self-service, in order to resolve their issues more rapidly and with a higher degree of accuracy than with a human agent.
Dynamic IVR has a web graphic user interface, with no special technical expertise required to implement changes to the IVR. Available building blocks are used to design a tailored IVR experience that is dynamically adopted to the customer’s profile, behaviors and preferences.
Senior managing director, Accenture
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