When upgrading IVR systems, many organizations request “like for like” replacement of the functionality they first implemented many years ago without considering whether it is still appropriate or effective for today’s call center.  This talk makes the case for spending time before a replacement project to validate the functionality, technology, and customer experience to ensure the long-term success of the project.

Replacing an IVR can seem trivial until you're immersed in the complexities of the project. The migration of an IVR to a new platform introduces challenges that your organization may not have faced in some time. Hear about a large IVR migration currently underway and some of the measures taken to ensure its success.