IVR has been around since the mid-80's greeting callers and offloading the contact center, and allowing customers to self-serve 24 hours a day. In many cases it has done such a great job that it has been developed and forgotten, not reaching its true potential amidst a growing sea of alternative customer interaction channels. This neglect comes at a price. View this slideshare by Frost & Sullivan where they helps us evaluate the value of keeping your IVR relevant and ready to exceed customer expectations.
Get an executive brief on the 5 Characteristics of Modern IVRs here: http://gsys.co/VGD7V