A Fortune 500 financial Services company received consistent mediocre feedback for its customer experience, in particular:

  • An out-of-date IVR experience characterized by redundant requests for identification and service related information
  • Too many irrelevant options
  • Poor call tracking
  • Manual fulfillment of service requests


To improve its Customer Experience, this Fortune 500 bank launched an enterprise-wide initiative to improve its Customer Experience with a particular focus on its IVR Solution. DecisivEdge, a trusted contact center consulting partner, assisted with the IVR Vendor Selection, drove the company-wide requirements gathering process, brought subject matter expertise to design the IVR call flow and service request fulfillment processes and worked with the business units, internal IT and the selected vendor to implement the solution.