“Why should I replace my IVR with an IVA?” I’m starting to hear that question a lot from companies that I work with on a regular basis, so I’d like to address the question more broadly.
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How are we still talking about network modernization in 2022, you might ask? That is a fair question. The simple answer is that most companies and enterprises have yet to begin the process of modernization in earnest and instead continue down the well-worn path of early 2000s networking.
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Preparing and creating as much data as you can will help you build for the future and support more self-service efforts.
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Virtual assistants can offer an incredible amount of help to your customer care organization. Before we jump into that, let’s start by focusing on what a Virtual Assistant is—or better yet, an Intelligent Virtual Assistant.
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Several years ago, companies rushed to move their data to the cloud simply for the sake of being in the cloud. But adopting a cloud strategy should not be taken lightly. It’s a journey that requires a methodical approach, deep domain knowledge, top-notch security and a trusted partner. Along that road, you’ll find greater scalability, resiliency, agility and innovation.
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In my last blog post, I advocated for beginning your customer experience modernization journey by consulting with IT. My next piece of advice centers around what the end goal of your modernization efforts should be: allowing your customers more access to self-service—and I mean good self-service.
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Do you feel like you’re working on antiquated equipment? Are your customers demanding that you do something different to improve their experiences? If so, it’s time for your customer care organization to modernize—but what does that mean, exactly, and how can you best position yourself and your organization for success?
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My past several blog posts have been talking about the characteristics of a modern communications platform. We’ve talked about the technical things we need to pay attention to in order to deliver a better end-user experience. We’ve talked about the embracing of a mobile-first philosophy, the need for an 11-digit E.164 dial plan to enable better directory integration and click-to-call, the advantages of SIP signaling for endpoints, and so on. We’ve still got a few topics to talk about, but I wanted to share a personal experience I had recently that reminded me why it is so critically important to have these modernization conversations proactively as opposed to waiting until it’s too late.
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Customers want to be more than a number. They want companies to quickly recognize who they are, anticipate what they want, and solve their problems quickly. And they want this recognition to extend across any interaction they have with a business—whether it’s phone, email, chat, SMS, or social media.
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