IVR Reporting – Do you know what’s happening in your IVR?
For many businesses the Interactive Voice Response (IVR) is considered that thing that sits in the closet and annoys customers. In reality, the IVR is front-ending every call from every customer that is trying to interact with you over the phone. In most cases the IVR is the voice of the company and unemotionally provides information to the callers or routes them to the agents best able to help them. In extreme cases, the IVR handles the lion’s share of the calls and collects revenue twenty-four hours a day. The IVR is first to take the blame, and last to get the credit. So, why is it that most businesses don’t use IVR reporting to know what is really happening in the IVR? Find out more about IVR reporting, including cost avoidance tracking and task completion reporting.