NICE Q&A: Art Schoeller, Forrester

​While IVR interactions account for more than 70% of contact center traffic and more than 80% of customers are dissatisfied with their IVR experience, less than 10% of organizations are investing in IVR optimizations. Those who address this critical component of the customer experience stand to find a considerable return on their IVR investment. Following our webinar together ("Transforming IVR: From Pain to Prosperity") we sat with Forrester's Art Schoeller to discuss further the importance of IVR optimization, and its role in meeting the demands of today's customers.

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