Yes, says Sorell Slaymaker, Unified IT Systems VP. The reason is that most consumers initiate their contact to a business using the web and then switch to some other channel only if the web does not solve whatever need, issue or problem needs to be solved.
Compared to using a phone for initial contact, "web with click to call" can store information, so it does not have to be rekeyed. The equivalent of cookies is not available when initiating a session using phone methods, he argues.
The other advantage is the ability to push content while talking, he says. Visual communication is richer and quicker than audio communication, and putting the two together optimizes the efficiency and effectiveness of communication.
Showing posts with label call centerIVR. Show all posts
Showing posts with label call centerIVR. Show all posts
Thursday, November 12, 2009
Will Click-to-Connect applications Replace IVR?
Labels:
call centerIVR,
unified communications
Gary Kim has been a communications industry analyst and journalist for more than 30 years, covering the business impact of technology. These days he especially studies changing business models and strategies.He speaks frequently at conferences and spends quite a lot of time organizing conferences and content as well.
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