Interactive Voice Response systems have become an integral part of contact centers due to their compelling value proposition of 24/7 availability and automation of routine transactions at low cost.
Callers are increasingly being welcomed by an IVR and their interaction with the IVR influences their impression of the customer service experience. IVR systems play a significant role in branding of a company’s service quality and a poorly designed user experience leads to customer frustration and poor branding. A well designed IVR enables a business to offer anytime-anywhere services while delivering superior customer experience.
Huawei IVR system is part of Huawei’s Contact center portfolio and provides voice and video self service functionality enabling businesses to automate routine transactions and allow agents to focus on key service requirements.