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Tuesday, September 23, 2014
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 Let’s face it, consumers don’t like IVRs. According to a JD Power & Associates study, the IVR accounts for an astounding 27% of the total call experience. However, only 7% of organizations currently offer an IVR solution that delivers a better experience than their live agent experience.

This causes a major headache for financial service companies who take hundreds or thousands of calls daily. Customers want to obtain information, transact, or make requests as quickly and painlessly as possible, but calls handled by agents can be incredibly expensive. Consumers dislike IVRs because of a history of IVRs being cumbersome and time consuming. However, it IS possible to build an IVR that customers not only use, but prefer it to human interactions because it actually saves them time, produces the resolutions they are seeking, and is easy and effective.

According to Gartner, by 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human.

Is your IVR ready?

Join us and learn how to construct an IVR that your customers will rave about! You will leave the webinar understanding:
  • Proven best practices for building IVRs specific to the financial services industry
  • Recommendations for how to increase your call containment rates
  • Real-world examples of financial services companies with customer-pleasing IVRs


Presenter

Dave Pelland
Director of UX Innovation and Design
Genesys

Aaron Wellman
Offer Manager, Cloud Self-Service
Genesys




Moderator

Stefania Viscusi
Editor
TMCnet