What comes to mind with the term “customer self-service?” If you are currently thinking about “press 1 for this” or “press 2 for that,” it is time to rethink self-service. The modern IVR, like all aspects of UC, is multi-modal.
Dave is an independent analyst and founder of TalkingPointz which is focused on enterprise communications. In addition to this (free and paid) content on TalkingPointz, he contributes to industry sites, can be found at major industry events, and provides advisory services to vendors and financial analysts.
