5 ways to increase customer satisfaction using IVR and IVA

With the rise of user-friendly voice technologies like Alexa and Siri, the bar for effortless self-service is being raised — and it applies not just to Interactive Voice Response (IVR) systems but to the Intelligent Virtual Assistants (IVAs) increasingly layered on top of them.

TTEC conducted diagnostic assessments across several leading brands and found a consistent pattern: IVRs that were built and maintained without a coherent design philosophy end up sounding generic, routing callers around internal org charts, and burning precious seconds before a caller's issue is even acknowledged. 

Based on our findings, this strategy guide pinpoints:

• How old-school IVR strategies can do more harm than good
• The cost of leaving your IVR technology stuck in the past
• 5 steps to overcome traditional pitfalls and deliver a modern IVR/IVA experience that exceeds customer expectations