Sorell Slaymaker
Sorell Slaymaker has 20 years of experience designing, building, and operating networks and the communication services that run across them....
Read Full Bio >>

Sorell Slaymaker | November 12, 2009 |


The Demise of the IVR

The Demise of the IVR Click-to-connect applications will replace IVR applications over time as multi-modal communications takes off.

Click-to-connect applications will replace IVR applications over time as multi-modal communications takes off.

Click-to-connect applications will replace IVR applications over time as multi-modal communications takes off.With the growth of the mobile web, more and more consumers are initiating their contact to a business using the web and then interacting on another channel if the web does not meet their needs. Click-to-connect applications offer a quick and rich communication experience by integrating the information already gleaned from web usage and the ability to share information while interacting.

When a consumer wishes to talk to a business, if they start out on the web, a click-to-call application can offer a quicker and richer experience than a traditional IVR. Starting a call from a web browser offers:

* Cache/Cookie--Store information locally so that when one returns the same information does not have to be re-entered. Most phones do not have a web cookie capability. A consumer already tried the web, so the IVR is a frustrating, slow, experience on the way to talking to the right person. This is particularly applicable for the power user (someone who interacts with the business on a regular basis)

* Co-browsing--Ability to link web channel and call together and to push content while talking. Visual communication is richer and quicker than audio communication, and putting the two together optimizes the efficiency and effectiveness of communication.

* Asynchronous--Can start on the web, call in to get a question answered then come back and pick-up where one left off, then call again. Complex transactions require a lot of interaction. Having to start at the beginning every time one communicates, which is what usually occurs, is frustrating.

Businesses should continue to encourage consumers to start on the Web since it is usually the lowest cost communication channel. IVRs should be moved from a strategic platform to a "maintain" platform, with the new investment in click-to-connect applications. IVRs are slow and "clunky" and should only be used when only the phone channel is available. And yes, #0##00 is the secret code to bypass the IVR....Click-to-connect applications will replace IVR applications over time as multi-modal communications takes off.


Enterprise Connect Orlando 2017
March 27-30 | Orlando, FL
Connect with the Entire Enterprise Communications & Collaboration Ecosystem

Stay Up-to-Date: Hear industry visionaries in Keynotes and General Sessions delivering the latest insight on UC, mobility, collaboration and cloud

Grow Your Network: Connect with the largest gathering of enterprise IT and business leaders and influencers

Learn From Industry Leaders: Attend a full range of Conference Sessions, Free Programs and Special Events

Evaluate All Your Options: Engage with 190+ of the leading equipment, software and service providers

Have Fun! Mingle with sponsors, exhibitors, attendees, guest speakers and industry players during evening receptions

Special Offer - Save $200 Off Advance Rates

Register now with code NOJITTEREB to save $200 Off Advance Rates or get a FREE Expo Pass!

March 8, 2017

Enterprise IT's ability to innovate is critical to the success of the business -- 80% of CIOs agree. But the CIO role has never been more challenging than it is today, with rising operational respo

February 22, 2017

Sick of video call technology that make participants look like they're in the witness protection program? Turns out youre not alone. Poor-quality video solutions can give users an unprofessional ap

February 7, 2017

Securing voice communications used to be very simple since it was generally a closed system. However, with unified communications (UC) you no longer have the walled protection offered by a dedicate

February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.