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.


July 12, 2017

Enterprises have been migrating Unified Communications & Collaboration applications to datacenters - private clouds - for the past few years. With this move comes the opportunity to leverage da

May 31, 2017

In the days of old, people in suits used to meet at a boardroom table to update each other on their work. Including a remote colleague meant setting a conference phone on the table for in-person pa

April 19, 2017

Now more than ever, enterprise contact centers have a unique opportunity to lead the way towards complete, digital transformation. Moving your contact center to the cloud is a starting point, quick

July 14, 2017
Lantre Barr, founder and CEO of Blacc Spot Media, urges any enterprise that's been on the fence about integrating real-time communications into business workflows to jump off and get started. Tune and....
June 28, 2017
Communications expert Tsahi Levent-Levi, author of the popular blog, keeps a running tally and comprehensive overview of communications platform-as-a-service offerings in his "Choosing a W....
June 9, 2017
If you think telecom expense management applies to nothing more than business phone lines, think again. Hyoun Park, founder and principal investigator with technology advisory Amalgam Insights, tells ....
June 2, 2017
Enterprises strategizing on mobility today, including for internal collaboration, don't have the luxury of learning as they go. Tony Rizzo, enterprise mobility specialist with Blue Hill Research, expl....
May 24, 2017
Mark Winther, head of IDC's global telecom consulting practice, gives us his take on how CPaaS providers evolve beyond the basic building blocks and address maturing enterprise needs.
May 18, 2017
Diane Myers, senior research director at IHS Markit, walks us through her 2017 UC-as-a-service report... and shares what might be to come in 2018.
April 28, 2017
Change isn't easy, but it is necessary. Tune in for advice and perspective from Zeus Kerravala, co-author of a "Digital Transformation for Dummies" special edition.
April 20, 2017
Robin Gareiss, president of Nemertes Research, shares insight gleaned from the firm's 12th annual UCC Total Cost of Operations study.
March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
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.