Curious as to which channels are the best to invest in? Which will make the most impact for your customer’s experience?
We routinely field questions from our customers about IVR analytics. I would like to provide you with insight by answering some of these questions for you. Understanding how often to pull data from your analytics solution and the use cases that determine this, will help you set up the right processes when implementing an IVR analytics solution.
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.