IVR systems slash contact centre costs and even win favour with callers when they get answers easier and faster. So why do IVR disaster stories outnumber successes?
Omnichannel customer experience and contact centre solutions company Genesys is to undertake an overhaul of accounting software provider MYOB’s contact centre capabilities.
The Australian contact centre market, comprising software, services, call management and hardware, is now worth more than $500 million, according to a new global analyst report.
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