Is it Time to Upgrade Your Call Center's IVR? Don't Be Afraid
July 23, 2012
By Tracey E. Schelmetic, TMCnet Contributor
The familiar interactive voice response (IVR) solution can be either a boon or a bane to a call center. Done properly, IVR technology can help lower call volume, improve agent and customer satisfaction and usher in a high quality self-service program in a contact center. Done improperly, it can anger customers, frustrate call center personnel and lose a company business. It's therefore a technology critical to get right.
Many companies, though, are struggling with an IVR system end-of-life with no vendor support, trying to “make do” with a solution that has long since failed to keep up with the call center's needs. In response to this, many vendors are offering newer IVR solutions with proactive maintenance and so-called “heartbeat monitoring support programs” that offer a single point of problem resolution across a call center's entire IVR, CTI and PBX (News - Alert) infrastructure.
These kinds of full managed services can also save a call center the disruption of moving to a hosted solution. Contact center managers may be surprised to learn about today's IVR sensors' legacy to VoiceXML (News - Alert) code conversion tools that can help enhance and upgrade legacy IVR systems to modern solutions that have all the features successful contact centers require today. IVR managed service providers can also assist call centers planning to upgrade to new platforms or applications, but are concerned that migrating to open standards such as VoiceXML for IVR and SIP using VoIP will entail long deployment times, high costs and a variety of risk profiles. (Hint: the answer is...with the right service provider, none of this will happen).
On July 26, TMCnet and IVR solutions provider, PSS will co-host a webinar entitled, “Contact Center Transition.” The event is scheduled for 2:00 pm EST/11:00 am PT. Attendees with learn about the technology options available to call center leaders to maintain, support and even enhance IVR systems that are end-of-life and how to integrate next-generation applications using VXML into existing legacy platforms back-end systems without having to uplift all of the systems VXML. In addition, presenters will discuss trends and changes in the call center market, particularly those pertaining to social media and other channels on IVR.
Those wishing to attend Thursday's Webinar event may register here.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.
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Edited by Brooke Neuman