The Case For Voice IVR
Contact Center Pipeline, Tuesday, October 14th, 2025
For your customers, working their way through your voice, mobile, and web services to find what they are looking for is cognitively a lot like asking for directions. You know where you want to go, but you are at the mercy of another individual to get you there.
You engage in a step-by-step process, listening to or watching directions, painting a mental picture in your mind as you go along, and hoping that it takes you where you ultimately want to go. Whether that's a physical location or the solution to your problem.
But too often, it does not. Or it takes you there, but it takes you the long way around. Either way can lead to a frustrating experience.