IVR is tuning focuses on identifying speech recognition and application issues using IVR and speech recognizer logs. However, other data sources (such as customer satisfaction surveys, agent notes, and quality monitoring data) provide valuable insight into caller behavior and also explain why callers transfer out of IVR systems.Check out the presentation by Dr. Sunil Issar, Director – VOZIQ, at SpeechTEK 2016, and learn about the potential of speech analytics in improving IVR. To know more about Sunil, please visit http://voziq.com/about-us/
20. CONCLUSIONS
And lead to pro-active
actions in IVR
Speech and Text Analytics tools along with Multi-
channel & CRM data can help identify
Improving caller experience and
business metrics
Caller intent
IVR issues