Let’s face it, contact centers are not that exciting – but times, they are a changing. This next year the focus across the board will be on the customer journey. Customers are not just buying products anymore, they are buying experiences. We’ve put together a list of facts to show you just how crucial the customer experience is and will continue to be, both now and in the future.
“Few technologies are more despised than interactive voice response (IVR).
It doesn’t help that big companies have largely replaced the dreaded ‘press one for sales’ with voice recognition technologies. Instead of repeatedly pressing zero, we can all now repeat the word ‘representative’ until we finally get a human on the line. Is this progress?
It’s no wonder, then, that IBM decided to exit the IVR market a few years ago, selling off its WebSphere Voice products to a holding company that rebranded its new offering Blueworx in early 2016.
Out of the gate, Blueworx faced multiple challenges: not only does IVR top consumers’ most-hated list of technologies, but established incumbents like Avaya , Cisco Systems, Genesys, and Aspect dominate the space.
To make matters worse, Blueworx had no choice but to leverage older software that IBM had optimized for its own hardware, as well as AIX, its aging flavor of UNIX.
Playing ball by the incumbents’ rules was a losing proposition. The only way to compete was to reinvent the IVR game.” Continue reading on Forbes.com.