Contact Solutions Blog
CX Framework Award Recognizes Years of Customer Focus and Improvement to IVR Solutions
November 18th, 2011
Winning the Frost & Sullivan 2011 North American Product Differentiation Excellence Award in Hosted IVR has been particularly gratifying for us because it recognizes the fact that we are unique in the IVR market.
Unlike our competitors, we realize that the IVR can actually be a tool for improving customer experience (CX). For almost a decade, we have been singularly focused on continually improving our hosted IVR solutions in the areas of CX, contact center efficiencies, and cost savings. We have known for years that people don’t hate IVR… they hate bad IVR.
We are proud to help our customers monitor, improve, and manage IVR solutions to create a positive CX. Through our service, we also are helping our clients foster better customer relations and opportunities for increased brand and customer loyalty.
This award is an indication that the industry is taking notice of potential in the IVR. Why dump millions into a system that actually makes your customers angry when you can work with an expert IVR provider that will make sure you receive a return on that investment with a platform that is efficient, cost-effective, and customer friendly?
If you’re losing money and customers with your existing IVR platform, maybe it is time to evaluate your provider. Download the Frost & Sullivan white paper about our CX framework to learn more about a solution that could help you stop losing and start gaining through your IVR.
Tags: best practices, contact center, customer experience, cx, Frost & Sullivan
2 Responses to CX Framework Award Recognizes Years of Customer Focus and Improvement to IVR Solutions
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Paul Logan says:
Doc,
Thank you for weighing in on this hot-button topic. Your comments about IVR are both harsh and accurate. We agree with you, and we recognize that millions of other consumers feel the same way you do. Frankly, this industry has set the bar so low on the IVR customer experience, that consumers like you have never been given a reason to believe that any IVR experience can be good. It’s no wonder that only the U.S. Congress gets a lower satisfaction rating than most IVR systems. But even that’s a close race.It doesn’t have to be that way. We’re very passionate about changing this industry for the better, and the CX Framework that won this award is one of the things we believe will make a big difference. Honestly, Doc, you’re the reason we do what we do. You and the millions of frustrated consumers like you deserve better, and we believe we can make that happen. In fact, your comment has inspired a broad range of responses that we’ll incorporate into new blog posts in the coming days. Stay tuned and keep the comments coming.
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No, we customers don’t hate “bad” IVR, we hate ALL IVR. Get a live human being to answer my call or lose me as a customer.
The only “good” IVR is one I’ve worked my way around in order to cost the company I called as much money as possible.