In customer service, the IVR journey is often as important as the final destination, but frequently lacks the administrative visibility and insights required to make adjustments and turn average experiences into memorable ones - until now.
Easily map and analyze the entire customer journey from the point of initiation, allowing for a comprehensive understanding of how the IVR impacts each client engagement and triggers associated business workflows. Find the perfect balance between cost control ROI and CX objectives.
Visually review and compare the performance of your various IVRs by date range, version, or campaign and analyze the call volume and distribution to determine the optimal IVR flow to reduce hold times, increase customer satisfaction, and enhance agent productivity.
Easily identify bottlenecks, drop-offs, under-utilized options, or IVR patterns to reduce callbacks, call transfers, and the misappropriation of agent resources.