modern ivr: the center of a successful retail omnichannel strategy

SOURCE • Frost & Sullivan research. DEFINITION Omnichannel 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? Order Status Gift Card Balance Check Schedule Callbacks There is a store near you, with a special in-store promotion Store Locator Location-Based Services Bill Payment Fraud Alert Leave us your number and we’ll call you back Your order is scheduled to be delivered tomorrow Would you like to pay your bill? You have $50 left on your gift card We see potentially fraudulent activity on your store card. Did you make these transactions? IVR Modern The Center of a Successful Retail Omnichannel Strategy TO LEARN MORE ON HOW TO OPTIMIZE YOUR IVR, REFER TO THE FOLLOWING RESOURCES: Frost & Sullivan White Paper http://www.genesys.com/about-genesys/resources/frost-sullivan-from-old- school-to-next-gen-ivr Genesys IVR Playbook http://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? LIVE AGENT IVR

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Page 1: 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?

Order Status Gift Card Balance Check

Schedule Callbacks

There is a store near you, with a special in-store promotion

Store LocatorLocation-Based

Services

Bill Payment

Fraud Alert