There used to be a clear and critical distinction between an inbound contact center and an outbound one. An organization would be required to purchase two lines of products: a predictive dialer for the outbound features, and an IVR for the inbound services.
However, IVR technology has evolved significantly, and cost conscious customers are asking, Why can’t the IVR become a dialer? An IVR and dialer both share similar hardware and software, the only thing different is the direction of the call interaction. In fact, using an IVR as a dialer may even provide more flexibility as applications are normally more customizable on an IVR platform than on a dialer.
Uttam Pegu of IVRS WORLD has more to share, too.
Eugene
Share via:
October 6th, 2009
12:14 pm
[…] from: OpenMethods Blog ยป Blog Archive ยป Is there still a need for … Share and […]