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The Shift to Mobile Breathes New Life into Old Interactive Voice Response System

Jacada Inc.

Presented By: Jacada Inc.



A new white paper by the 451 Research Mobility Team (powered by Yankee Group) addresses opportunity to improve customer service via mobile. “The Shift to Mobile Breathes New Life into Old Interactive Voice Response Systems” authored by the 451 Research Mobility Team Director Sheryl Kingstone, discusses the following key points:


• New forms of mobile interactions that eliminate traditional frustration points and enable businesses to become more transparent as customers demand more control and insight into their interactions
• How companies can improve the availability of the right information at the right time to win back customers who developed a lack of faith around self-service initiatives
• How simplified and context-driven interactions reduce inbound call volume and streamline information for the agent
• How visual interactions overcome the problematic tradeoff between usability and functionality that traditional IVR systems suffer from

 

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