The Intelligent Customer Front Door: Go Beyond the Limitations of Traditional Interactive Voice Response (IVR) to Deliver Superior Customer Service
Unlike traditional IVRs, the iCFD combines customer data from across the organization together with business logic to create a more personalized customer experience. By blending intelligent routing, integrated self-service, agent-assisted service, targeted marketing, callback, and proactive contact, companies can deliver on their brand promise while creating stronger customer relationships.
Moving to a customer-centric solution delivers a proactive approach to optimizing customer service that will ensure greater loyalty, higher rates of customer retention, increased agent productivity and satisfaction and, ultimately, higher revenues and a healthier bottom line.
Companies that seize the opportunity to elevate their contact center from a mere cost center to a more strategic, customer-centric role in the organization will not only enjoy a competitive advantage, they'll increase their agility to adapt to changing business conditions, and position themselves well for future growth and innovation.
- 03 Jun 2008
- 01 Apr 2008
- 12 Page(s)
- White Paper