Interactive Voice Response (IVR) systems are a prime operational service that helps companies provide services to their customers. Yet, many IVRs reside on legacy ecosystem platforms that subject callers to confusing and frustrating button-pushing. These relics that kicked off new ways of handling customer centers are not able to provide efficient and quick support for today’s customers’ demands.
Legacy solutions reside on rigid platforms that endure long update cycles and deployments that can require from weeks to months to make changes through the system. “Upgradability” and “flexibility” are not in their vocabularies.
