Ignoring your IVR and following the “if it ain’t broke, don’t fix it” mantra is a big mistake. The phone channel is more important than ever to constituents: it’s an escalation channel if digital channels don’t deliver what they need, it’s the go-to channel when they’re ‘on the go’ and can’t easily navigate a website or an app, and when people have complex or sensitive issues that require human assistance (e.g. your agents)—they call. It’s time to transform your clunky, old-school IVR into a modern telephony powerhouse that delivers the conversational, intuitive experiences both citizens and employees expect and will soon demand. And it’s 100% doable – today.
Sponsored By Nuance, Carahsoft