Originally published July 28, 2010

Hosted IVR: Letting Go Is Hard to Do

It seems so logical.  IVR and other communications technologies evolve all the time.  Each new advancement offers cost savings, efficiency and/or end-user benefits that can’t be ignored.  And hosted IVR providers allow businesses to take advantage of these advancements without huge upfront investments. 

In today's economy, if something isn’t part of your company’s core business, it is clearly a candidate for outsourcing or hosting – IVR is no exception.  With hosted IVR offerings popping up on every corner, it can be hard to justify keeping IVR functionality in-house.

So why is it so hard for some of us to make the transition?  There are security concerns of course.  But these concerns can be effectively overcome in a variety of ways.  Based on discussions with many of our clients, the pain really seems to be letting go of the control and first-hand insight.  You and your team know how critical the IVR is to your business.  If it doesn’t perform, there will be consequences for both you and your customers.   If you move to a hosted IVR solution, you’ll have to rely on a middleman of sorts to interpret results and keep you informed.  If problems arise, you’ll have to trust someone else’s team to solve the problem with the same vigor and concern that your team would exhibit.  Despite assurances and SLAs, this leap of faith can be too risky for some teams and businesses.

But of course there is a way to move to a hosted IVR solution with much less stress and worry.  Outside-In Monitoring is a straight-forward, efficient way to stay on top of the performance of your IVR solutions and hosted-service providers at the same time.  By monitoring the end-to-end solution with transactions that do the things real customers do, our clients know their hosted, in-house and hybrid integrated IVR solutions are working as expected and delivering the desired customer experience.

One contact recently told us they couldn’t imagine moving to a hosted IVR provider without the objective, real-time insight we can provide through Outside-In Monitoring.  If you and your team are concerned about making the change or you want more insight into the performance of an existing IVR application, please give us a call or sign-up for a 30 day trial.  We can give you peace of mind that you’ll know exactly how your IVR is working.

Do you have any questions or comments about this blog? We would love to hear from you! Please send us an email!

Marla Geary

http://www.iq-services.com/
6601 Lyndale Ave South, #330
Minneapolis, MN 55423

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