Customers hate bad IVR. In fact, a large majority call with the intent of speaking with an agent. Why? Because prior experience says the IVR will be difficult and frustrating. And when an agent is engaged, expenses rise dramatically. Personalization can help alleviate the symptoms, but most technologies cannot leverage an integral component: caller behavior data. Learn how you can leverage caller behavior data in the IVR to adapt the customer experience … with real time analytics.