The Role of IVAs in Contact Centers: Dispelling Common Misconceptions

November 2021
By Donna Fluss

Introduction

During the last 5 years, self-service has become the preferred method of support for consumers of all generations, in all channels. At the same time, customers and prospects increasingly choose to communicate through an ever-growing number of digital channels. This white paper will dispel 4 common misconceptions about IVAs that often prevent adoption and deployment, enabling executives and managers to better understand these solutions so they can leverage the benefits of these valuable technologies to enhance their operating departments and company.

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