Unlike traditional IVRs, the iCFD combines customer data from across the organization together with business logic to create a more personalized customer experience. By blending intelligent routing, integrated self-service, agent-assisted service, targeted marketing, callback, and proactive contact, companies can deliver on their brand promise while creating stronger customer relationships.
Moving to a customer-centric solution delivers a proactive approach to optimizing customer service that will ensure greater loyalty, higher rates of customer retention, increased agent productivity and satisfaction and, ultimately, higher revenues and a healthier bottom line.
Companies that seize the opportunity to elevate their contact center from a mere cost center to a more strategic, customer-centric role in the organization will not only enjoy a competitive advantage, they'll increase their agility to adapt to changing business conditions, and position themselves well for future growth and innovation.
CIO Research Library
