IVR analytics: what to track and why

Interactive voice response (IVR) systems are crucial for businesses to provide efficient phone support around the clock. IVR analytics helps monitor and analyze the performance of these systems by tracking key metrics such as call containment rate, average handling time, customer satisfaction, first call resolution, call abandonment rate, speech analysis, path analysis, and customer effort score. By implementing IVR analytics, businesses can optimize menus, enhance customer satisfaction, improve operational efficiency, and refine their overall IVR strategy to meet evolving needs and boost customer loyalty.