PGW is seeking a proposer to evaluate the current IVR system to ensure it delivers seamless, high-quality customer experience. PGW is looking for recommendations to improve/streamline its IVR configuration as it pertains to customer experience including: • Automated greetings and menu navigation: Clear and concise voice prompts with multiple menu options for efficient call routing. • Review and make recommendations for self-service options: Allow customers to perform common tasks like checking account balances, making payments, and scheduling appointments without agent interaction. • Boost customer satisfaction, streamline self-service. • Evaluate speech recognition and accuracy issues. • Identify bottlenecks, inefficiencies, or confusing pathways to improve customer experience. • Test seamless integration with the customer billing system
