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Part III - visual connectivity3Visual IVR: Ease of Connectivity from Self Service to the Call Center

Contributor: Dr. Natalie Petouhoff
Former Forrester Analyst

One way to cut costs in the contact center has always been to provide self-service. And while self-service has promised to deliver cost reductions, studies show it does not always do that. In fact, for self-service to really be an option that drives positive customer experiences and thus lower costs for companies, the gap between agent-assisted customer experience and self-service, push-button IVRs has to be narrowed.

In part three of this document learn:
  • How Visual IVR Delivers on the Promise of Self-Service and Call Center Connectivity
  • Example Use Cases of Touchscreen, Visual IVRs
  • The Benefits of Visual IVRs
  • Next Steps and Best Practices - Evaluating Your Current Capabilities
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