Home Page> Service Delivery Advantage>IVR Improvement Strategies 2006
IVR Improvement
Strategies 2006 This detailed 264-page color report will deliver the results of our 2006 research on Integrated Voice Response (IVR) technology deployments. The Ascent Group has been conducting multi-industry research into IVR utilization and best practices since 1994. A few of the companies participating in the 2006 research include: Consolidated Edison • BJ's Wholesale Club • Delta Airlines • Newfoundland Power • Foremost Insurance • Insurance Australia Group • PPL Electric • Advanta • UPC Polska • Duke Power • Union Gas • Orange & Rockland Utilities • Alliance Data Systems The Ascent Group conducted research during the first quarter of 2006 to better understand how different companies and industries are utilizing IVR technology to improve service delivery and customer satisfaction and reduce operating costs. We asked companies to share IVR strategies and experiences to identify the practices that lead to higher customer usage, aceptance, and satisfaction. We also asked companies to provide their plans moving forward as well as lessons learned along the way. This report profiles research participants in a case study format, sharing current IVR practices, lessons learned, challenges overcome, plans for the future, and business practices that have led to improved IVR performance. In addition, we provide detailed results and analysis from the survey itself and detail "best practices" demonstrated by our participants. The report also profiles the IVR technology in place within these companies, provides an analysis of IVR strategies and approaches, including deployment drivers, IVR objectives, IVR measurement techniques, system features, and promotional campaigns. Finally, we explore the successes achieved as a result of IVR deployment. List of Exhibits, Analysis, and Charts Download a Research Summary of our IVR Benchmarking Study. Benchmark Your IVR Performance. Publication Date: May, 2006 |
IVR Improvement Strategies 2006 On-line Version: $425 CD-Rom Version: $450 Printed Report: $495
Shipping and handling charges ($15) added to CD-Rom orders and Printed Reports. Published May 2006
|
