Market Research Report
From IVR to Automated Customer Interaction
|Published by||Frost & Sullivan||Product code||293347|
Delivery time: 1-2 business days
|From IVR to Automated Customer Interaction|
|Published: January 8, 2014||Content info:||
Automated Interactive Customer Contact (Chat, SMS/Text, and Virtual Agent) Solutions have a Strong Future if they are Deployed Wisely
Automated interactive self-service solutions have evolved from interactive voice response (IVR) to include automated chat, SMS/text, and virtual agents (VA). Frost & Sullivan categorizes them as "automated interactive customer contact" (AICC) solutions. But AICC solutions will demonstrate returns on investment to companies only if consumers can easily interact with companies through these applications. The key question facing companies is not whether to deploy AICC solutions, but how best to implement them.