CX Assurance Blog

Posts about IVR testing solutions

    How IVR Testing Enhances CX in the Financial Services Sector

    Customer experience (CX) has always been critical in the financial services industry. According to Forrester, a mere one-point improvement in CX Index scores can result in anywhere from $92 million to $123 million in additional revenue, depending on the size of...

    Mastering IVR Testing, Part 3: The Cyara Solution

    In the age of AI and digital-first customer service, the definition of an excellent customer experience (CX) is in flux. Quality CX may be a moving target, but contact center managers can count on one thing with certainty: customer expectations are only getting...

    Mastering IVR Testing, Part 2: 9 Best Practices for IVR Testing

    When it comes to customer experience (CX) in contact centers, there’s often a sharp disparity between what managers believe and what customers perceive. Case in point: According to a report by Calabrio, while 79% of contact center managers think their teams are...

    Mastering IVR Testing, Part I: The Case for Robust IVR Testing

    Contact centers have always played a vital role in enhancing customer experience (CX), and in the post-COVID era, their significance has grown exponentially. With a market value of $461.1 billion in 2022, the global contact center industry is projected to reach...

    Is Your IVR Harming Your EX?

    Why does your contact center use an interactive voice response (IVR) system? For most call centers nowadays, the technology is a given, but it’s worth stepping back to ask why.