Report: The Case for Better Self-Service: Improving Customer Workflows and Preventing Fraud Around the IVR | Pindrop


The Case for Better Self-Service: Improving customer workflows and preventing fraud around the IVR

Creating the right strategy to handle fluctuating customer call volumes is an evolving process, and one that has likely been altered by the events from 2020.

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The Case for Better Self-Service

What's in the report?

As practitioners look to improve efficiency and get maximum value for any IVR investment, its impact on work flows and future technology must be considered: What does the customer journey look like when they need to reach the company? Where is the best place for identity and authentication? What are the most effective ways to help customers self-service without having to speak to a call center agent?

Download today to learn about:

  • The place and purpose of IVR in the future contact center
  • Goals companies seek from the IVR
  • Obstacles stopping companies from reaching those goals
  • How those goals can be achieved