Modern IVR: The Center of a Successful Retail Omnichannel Strategy

SOURCE• Frost & Sullivan research.

DEFINITIONOmnichannel Delivery: Omnichannel delivery ensures a consistent, high-quality customer experience regardless of how, why, and where a customer chooses to interact with an organization. It ensures that data and context from initial contact carry over to subsequent channels, which reduces customer effort, improves the customer interaction, and enables the business to tailor the customer journey.

Your omnichannel strategy is only as strong as your weakest link

FULLY AUTOMATED CUSTOMER INTERACTIONS WILL INCREASE

IS YOUR IVR READY FOR TODAY’S CONSUMERS?

IS YOUR IVR ADEPT AT FIRST-CALL RESOLUTION?

Is your IVR HELPING or HURTING your omnichannel strategy?

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IVRModernThe Center of a Successful Retail Omnichannel Strategy

TO LEARN MORE ON HOW TO OPTIMIZE YOUR IVR, REFER TO THE FOLLOWING RESOURCES:

Frost & Sullivan White Paperhttp://www.genesys.com/about-genesys/resources/frost-sullivan-from-old-school-to-next-gen-ivr

Genesys IVR Playbookhttp://www.genesys.com/about-genesys/resources/get-the-ebook-your-definitive-ivr-playbook

In 2016

30%47%

63%

of customers will pick up the phone to ask for help

2014 2016

By 2016

57%of IVR applications will be speech enabled

As consumer preference for self-service evolves, ecommerce continues to thrive. Retail ecommerce totaled $250 billion in 2013, and will likely exceed

$700 billion by 2020. Is your business prepared for an increasingly digital age?

As consumer preference for self-service evolves, ecommerce continues to thrive. Retail ecommerce totaled $250 billion in 2013, and will likely exceed

$700 billion by 2020. Is your business prepared for an increasingly digital age?

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