eGain, a leading customer engagement platform provider, today announced eGain Smart IVR™, an all-in-one solution to modernize IVR-based customer engagement.
The IVR “headache” in the smartphone age
According to a recent Accenture survey, 84% of consumers hate the IVR experience. Not surprising because most IVR systems are full of frustrating interaction loops, offer limited answers, and lack digital options. All this in a world where more than 80% of calls into IVR come from smartphones!
The eGain Smart IVR solution
eGain Smart IVR™ helps businesses instantly modernize their IVR estate with digital connectivity, AI solutions, and omnichannel analytics – all in one.
• Connect existing IVR estate to digital messaging and self-service options via the eGain Messaging Hub™ to support smartphone callers
• Solve customer queries consistently with AI-powered conversational guidance
• Optimize omnichannel customer journeys with insights across IVR, contact center, digital journeys, and unified communications
“In addition to being widely-deployed technology,” said Sheila McGee-Smith, President & Principal Analyst, McGee-Smith Analytics, “IVR is also well understood, with clear benefits. eGain’s Smart IVR helps companies extend and build on those benefits, without the expense of completely replacing the existing self-service solution.”
“IVR is still a huge customer self-service channel for enterprises,” said Ashu Roy, eGain CEO. “eGain SmartIVR will help businesses optimize IVR customer experience and offer digital self-service from IVR.”