Mind the IVR-to-Digital Gap: How to Bridge Silos for a Better Customer Experience

All the time, money and effort you’ve spent to shift customers away from the contact center to lower-cost digital channels are in vain if your IVR can’t take them there too.

Imagine if your IVR could direct callers straight to digital channels while bringing along all their contextual data—for a faster path to resolution. It sounds great, but the trouble is the IVR usually sits in a silo, disconnected from the exciting new digital experiences that grab all the headlines (and budget). 

That’s where an IVR-to-digital strategy becomes critical, providing a way for your IVR to offer customers an alternative solution—like live chat or a virtual assistant that’s better suited to resolving their issues quickly (and saving you money). 

Download this guide to learn how to seamlessly bridge the gap between IVR and digital channels.