In the hit US show on AMC, The Walking Dead, a small town police officer Rick Grimes awakes from a coma to find himself as one of the few survivors after the world has been overrun with zombies. He needs to quickly adapt and make critical decisions to respond to the ever-changing and challenging needs of the people looking to him for help. They have, in a way, become his customers.
What he once knew, and the support systems that were in place before, are gone or have become unworkable, and Grimes is faced with retaining the people he does have to not only survive, but work toward a brighter future.
Now, as you read this you might not be thinking about your legacy Interactive Voice Response (IVR), but you should be. Because if you do not have an IVR that can adapt to changing requirements, enable new services, and create a better customer experience, you might have an IVR that is just like the Walking Dead! Out of ports, out of support, and quickly running out of options.
Many organizations with IVR systems may find they are nearing end-of-life with their current platforms. They have challenges with outdated technology that can create a source of frustration for customers. Customer information is often siloed, and customers wind up having to repeat information they just supplied when they reach an agent with no context or visibility into previous interactions – across channels and touch points. Ultimately, all of this leads to a poor customer experience that can lead to your customers looking elsewhere, hurting your business.
Today’s consumers engage with many different brands and are already experiencing next generation IVR’s with better speech recognition built in, voice biometrics for authentication and security, and advanced self-service options. For today’s busy consumers who want to conduct transactions when it best suits them, seamless agentless-to-agent hand-offs without losing critical context must all work together to create a better customer experience.
So, how can your legacy IVR compete and retain this new age of customers? The simple answer is: it can’t. When organizations realize this, they should ask the following questions about their current solution:
- Is our IVR flexible enough to meet changing customer needs?
- Does it offer a complete set of solutions and applications?
- Does it support multi-channel and omnichannel interactions?
- How does it handle reporting and analytics?
- How quickly can we modernize the IVR?
Don’t let your IVR turn into the Walking Dead, draining your customers and making them want to run in a different direction. Be a leader like Rick Grimes and offer new life to your self-service, and you will retain happy, loyal customers.
If you’d like to learn more, check out our white paper: Migrating Legacy End of Life IVR. It focuses on the impact of legacy IVR systems, how to evaluate a new IVR platform, and the benefits of a next generation IVR solutions.