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Abhirami Murthi

Solution Architect - Technology Advisory Group, Banking, Financial Services, and Insurance BFSI


  • The COVID-19 pandemic has prompted an increasing number of customers to access contact centers for their banking needs. 
  • Consequently, interactive voice response (IVR) systems have been overburdened, resulting in poor customer experience. 
  • Banks must adopt a robust, 360-degree test strategy to strengthen IVR systems and improve customer experience.