When we talk about contact center assurance, interactive voice response (IVR) technology tends to monopolize the conversation. Almost everyone knows what a nightmare problematic IVR menus can be. If someone is cursing out a company’s customer service, there’s a good chance that IVR is the source of frustration. But there’s so much more to contact centers.
IVRs don’t exist in a vacuum. They communicate with a myriad of other components that drive a contact center.