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Keep Customers Closer by Employing Visual IVR, Video and Voice

As today’s Call Centers and Contact Centers are transforming into more customer centeric “Customer Engagement Centers”,  the time has come to go beyond IVR and incorporate visual, speech, and natural language into your multi-channel communications – At least that’s what the Tern Systems’ IVR market report for 2014 tells us.

Part of the discussion in the latest Enghouse Interactive Whitepaper examines how to keep customers closer by employing Visual IVR, Video and Voice.

Visual IVR has significantly improved web self-service and is projected to grow at a CAGR of 64.2% in 2014-2018, according to the 2014 Tern Systems’ IVR market report, with Natural Language IVR projected to grow by a whopping 80%.

Video chat, such as Amazon’s Mayday button on the new Kindle Fire, is the ultimate customer support tool of today’s technologic consumer.

Download the Whitepaper to learn more about the 10 trends moving today’s Customer Engagement Centers forward.

Published in customer experience IVR/Self-Service voice of the customer