As the US braces for the impact of the COVID-19 crisis, business leaders are focusing on the potential impacts around profits, supply chain, and brick and mortar traffic.
Artificial Intelligence. It’s the hot, trendy topic that gets bantered around as being ‘the next big thing’ in CX. But how much is hype vs. reality?
This is the first article on Dominant Path Analysis, in a multi-part series, where we take a deeper dive into the process of improving the customer experience in the contact center through the analysis of Interactive Voice Response flows.
As early as I can remember learning anything, I was taught to strive for efficiency. “Inefficient” and “redundant” were bad words, and employees who were laid off were called ‘redundant’. We studied and admired Hemmingway’s succinct style in school, we learned to reduce our fractions to the simplest forms in math class, and in the age of increasing awareness of the earth’s environment we tried to use the least amount of paper, water, and electricity as possible. Two-sided printing, half-size paper towels, hybrid cars with great gas mileage, speed dialing for phones, and automated transponders for highway tolls were developed and promoted to save us time and resources.
Many companies seek out an IVR solution provider to buy and build an IVR for them. This is typically quite expensive. The expenses are due to the software and deployment costs as well as the complexity of designing and developing a quality experience for the end consumer.
The solution provider in most cases will also pitch “reporting” or IVR Analytics. The costs for this additional functionality can easily add $50k or more to the cost of the overall solution. All companies are cost conscious, so this is usually one of the first things to be eliminated. Ironically it is one of the first things that the customer wishes they had after deployment.