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CSG ACP
Attract and retain customers by delivering amazing experiences with North America’s leading platform for cable and broadband billing.
CSG Ascendon
Sell any digital service direct to customers and let them build bundles, pay and self-serve on their terms.
CSG Encompass
Expand your portfolio beyond connectivity services to B2B and B2B2X, and generate new revenue streams.
CSG Forte
Accept online and mobile payments, ACH, contactless and other digital payment options.
CSG Xponent
Deliver effortless customer experiences anytime, anywhere on CSG’s leading customer engagement platform.
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Introducing CSG Xponent Ignite. Customer engagement tailored to your industry, tied to your business goals and prebuilt to quickly go live.
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Why CSG
Introducing CSG Xponent Ignite. Customer engagement tailored to your industry, tied to your business goals and prebuilt to quickly go live.
Explore
Four Keys to Modernize Your IVR
- Size: 3.66 MB
- Format: PDF
Siri, Alexa, and Hey Google have refreshed consumers’ perception of voice. While they may not be keen to talk to a representative (and you don’t want those costs either), the ease of speech-based interaction is making voice cool again.
Unfortunately, you can’t capitalize on the rising popularity of voice unless you modernize your IVR. IVR should remain a critical component of your customer experience strategy so customers can self-serve. Sixty-seven percent of respondents said they preferred self-service to speaking to a representative . Knowing customers typically take to the phone as a means of last resort, it’s critical that your improvements accelerate their time to resolution, not create new frustration.