5 Surefire Signs You Should Review Your IVR System

Time takes its toll on your IVR system, just like on everything else. It is good practice for any contact center and IVR, regardless of whether it’s simple or complex, DTMF or ASR, front-end data collection or full AI-driven self-service, to conduct regular reviews. However, customer needs or business requirements may not wait for your next scheduled review.

Here’s five guaranteed signs that should make you take the time to review your IVR system sooner rather than later:

An IVR System review and update can make a huge difference for your operation: it improves CSat, reduces transfers and lost calls, boosts routing accuracy - which profits customers, agents and contact volumes - and increases containment of calls in self-service. And with CXone, you can implement IVR system changes in hours, not weeks or months. Definitely worth it…