2008 Abandon rate Customer Service Interactive Voice Response 
Fonolo
NOVEMBER 17, 2020
That includes our experience as customers. Modern consumers are no longer willing to accept poor customer service. More than 80% of customers now say the experience a company provides is as important as its products. . More than two-thirds of service providers will move their contact centers to the cloud in 2020.
Callminer
JANUARY 18, 2021
While the majority of consumers choose to reach out to companies via multiple mediums , many have reported wanting to avoid going through structured IVR systems – so it’s no surprise that communication quality within a contact centre has become more important than ever before. These shortcomings do affect the service quality. “A
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