We are improving experiences

EC CALL understands that most contact centers have customers that are sitting on the line too long, waiting to reach someone who can solve their problem. This is a major missed opportunity. Solving a customer's need quickly—or not—affects the bottom line in multiple ways. According to recent research, the price of resolving a customer need on a call with an IVR versus an agent is a 48 times difference.

In 2011 Customer Experience Impact Report found that 86 percent of customers will pay more for a better customer experience, while 89 percent will leave due to poor customer experience. Customers today expect service and support with brands through an ever-expanding network of channels, contexts, and devices. They expect to connect in a similar way that they communicate with friends, from SMS to Snapchat. And they are willing to pay for it or leave if they do not get it.