Description
An Outbound IVR is an automatic solution to proactively distribute communications to customers without resorting to agents. However, this type of IVR does not allow delivering personalized experiences to customers as there is no human interaction.
An Outbound IVR should be a complement to the agents and the human relationship, providing a personalized and positive experience to the customer who always prefers to relate to people rather than being left with a "machine".
The combination of both elements can lead to cost reduction, since calls directed to agents are already segmented but, above all, this further elevates the consumer experience.
