When will Smart Phones make IVR redundant?

Wed, May 20, 2015

I am an architect with a track record of producing solutions that span multiple delivery channels. One of these channels consistently comes up as being less than desirable. IVR or Interactive Voice Response applications are dull, frustrating and often divergent from the web and mobile channels that provide the primary point of contact for our Google ready customers.

Indeed, the penetration of smart phones in most mature markets, has to have us questioning what the future of IVR really is.

See: http://printinthemix.com/Fastfacts/Show/727

We can make it smarter. We can reduce it’s importance but can can replace it, once and for all?

Check out SMARTFirstContact. It allows a natural mobile phone interface that allows a user to navigate and select call options in an easy to use web application aimed directly at smart phones. It allows you to:

• Selected a reason for call from based on the services offered by your company
• Select a default reason for when you call
• Register for call back
• Learn you favourite options

Now that has to be better experience for all, both customer and provider.