“Hitch It Up! Integrating the IVR Across the Contact Center to Power Customer Retention”
By Andrew Browne, Director Product Development, Concerto Software

To reduce complexity and increase productivity, contact center managers need to employ their interactive voice response (IVR) application as a unified piece of their center solution. When an IVR is linked to a predictive dialer, it becomes a powerful tool for proactively reaching out to customers with automated, interactive messaging.