How Will Smartphones Impact the IVR?

Kevin Payne | December 10, 2014

According to eMarketer there are 1.75 billion smartphones in use worldwide today and the number will grow to 2.5 billion by 2017. This growth, combined screen and voice capability of smartphones, is having a huge impact on how customers interact with businesses for customer service and sales.

The IVR (Interactive Voice Response), generally the hub of customer service, must adapt to address these new capabilities. Dan Miller, Senior Analyst with Opus Research states "The IVR is becoming the friendly automated gatekeeper and triage specialist for digital natives when they choose to call." IVRs today need to interact with smartphones to provide voice, visual and touch-based content.

In the December edition of the [24] Point of View, we asked five industry experts to answer the question:
How will the role of IVR evolve over the next year since most calls will be made from smartphones?

Click here to get the to-the-point perspectives on this question from Dan Miller as well as Eric Burton of Time Warner Cable, Alan Paggao of Sears Home Services, William Meisel of TMA Associates, and Daniel Hong of [24] on the topic of how the role of the IVR will evolve in the coming year as people increasingly rely on their smartphones to engage with businesses.