IVR SME

I

We want to put a heavy focus on optimizing our IVR. There are multiple areas here that we want to try and tackle:

Authentication Rates: Drive up the authentication rate within the IVR so that it reduces the need for Agents to have to authenticate the user after they reach an agent

Alerts Optimization: Create enhanced functionality to provide alert messaging and actions to callers so they don’t have to speak to an agent. For example, if a caller has submitted a Transfer package to us, create the ability to identify that the caller has submitted the transfer package and provide an update on it through the IVR or link them to a digital solution to find the status

Drive up intent capture so we can route callers to appropriate IVR enabled self-service functions

In addition, we need to develop a longer term roadmap for our IVR, as we are currently primarily on a technology that is end of life in 2 years and how can we leverage either Genesys IVR or Voicebots