SOURCE• Frost & Sullivan research.
DEFINITIONOmnichannel Delivery: Omnichannel delivery ensures a consistent, high-quality customer experience regardless of how, why, and where a customer chooses to interact with an organization. It ensures that data and context from initial contact carry over to subsequent channels, which reduces customer effort, improves the customer interaction, and enables the business to tailor the customer journey.
Your omnichannel strategy is only as strong as your weakest link
FULLY AUTOMATED CUSTOMER INTERACTIONS WILL INCREASE
IS YOUR IVR READY FOR TODAY’S CONSUMERS?
IS YOUR IVR ADEPT AT FIRST-CALL RESOLUTION?
Is your IVR HELPING or HURTING your omnichannel strategy?
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IVRModernThe Center of a Successful Retail Omnichannel Strategy
TO LEARN MORE ON HOW TO OPTIMIZE YOUR IVR, REFER TO THE FOLLOWING RESOURCES:
Frost & Sullivan White Paperhttp://www.genesys.com/about-genesys/resources/frost-sullivan-from-old-school-to-next-gen-ivr
Genesys IVR Playbookhttp://www.genesys.com/about-genesys/resources/get-the-ebook-your-definitive-ivr-playbook
In 2016
30%47%
63%
of customers will pick up the phone to ask for help
2014 2016
By 2016
57%of IVR applications will be speech enabled
As consumer preference for self-service evolves, ecommerce continues to thrive. Retail ecommerce totaled $250 billion in 2013, and will likely exceed
$700 billion by 2020. Is your business prepared for an increasingly digital age?
As consumer preference for self-service evolves, ecommerce continues to thrive. Retail ecommerce totaled $250 billion in 2013, and will likely exceed
$700 billion by 2020. Is your business prepared for an increasingly digital age?
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