Ir At Verizon Essay
CASE STUDY QUESTIONS
1. What are the business benefits and limitations of IVR at Verizon and others?
Benefits:
It allows callers to get answers to standard questions simple and easy in seconds, without the need for an agent.
It allows customers to get information they need, when they need it 24 hours a day 7 days a week.
It allows a reduction in human resources tasks such as routing calls to the right agent, answering frequently asked questions, and providing status of customer orders.
The IVR has the capability to store answers made by callers and provide minute by minute details to customers to keep them satisfied.
It saves the companies millions of dollars.
Limitations:
The Interactive Voice Response (IVR) can be frustrating and infuriating to customers because they want to …show more content…
The service enables contact center agents to transfer calls using capabilities inherent to the Session Initiation Protocol (SIP), an important standard for setting up calls and other types of real-time communication on the Internet. Since IP Toll-free is a network-based service, companies benefit from lower total cost of ownership because they do not have to own and operate costly gateway equipment. IP IVR provides call-processing in a pure IP environment over a carrier-grade, global network infrastructure, enabling customers to benefit from network efficiencies such as voice compression and dynamic bandwidth allocation. The service offers administrators an extensive selection of call-routing and processing features and terminates incoming calls to both Time Division Multiplexer (TDM) and IP endpoints, allowing customers to adopt IP technology at their own pace. IP Trunking delivers VoIP access and essential telephony features to locations with as few
1. What are the business benefits and limitations of IVR at Verizon and others?
Benefits:
It allows callers to get answers to standard questions simple and easy in seconds, without the need for an agent.
It allows customers to get information they need, when they need it 24 hours a day 7 days a week.
It allows a reduction in human resources tasks such as routing calls to the right agent, answering frequently asked questions, and providing status of customer orders.
The IVR has the capability to store answers made by callers and provide minute by minute details to customers to keep them satisfied.
It saves the companies millions of dollars.
Limitations:
The Interactive Voice Response (IVR) can be frustrating and infuriating to customers because they want to …show more content…
The service enables contact center agents to transfer calls using capabilities inherent to the Session Initiation Protocol (SIP), an important standard for setting up calls and other types of real-time communication on the Internet. Since IP Toll-free is a network-based service, companies benefit from lower total cost of ownership because they do not have to own and operate costly gateway equipment. IP IVR provides call-processing in a pure IP environment over a carrier-grade, global network infrastructure, enabling customers to benefit from network efficiencies such as voice compression and dynamic bandwidth allocation. The service offers administrators an extensive selection of call-routing and processing features and terminates incoming calls to both Time Division Multiplexer (TDM) and IP endpoints, allowing customers to adopt IP technology at their own pace. IP Trunking delivers VoIP access and essential telephony features to locations with as few