From Puppet to Puppet-Master: Regain Control of the Customer Service Experience with IVR

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Control can be an elusive thing. Like a handful of sand, the tighter you grip it the faster you lose it. This idea has a practical application when it comes to voice-based customer service, especially for large insurance and financial services that use call centers. Insurance and financial services companies, especially, have a vested interest in providing great customer service…. Read More

Case Study: How to Use IVR as a Hub for All Your Voice-Based Customer Service Needs

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There’s something to be said for organization, and the more pieces that are in play the greater need to keep everything orderly. When we’re talking about managing high volume phone calls interactive voice response is the manna for your trek through the desert. One of the great things about using an IVR to centralize incoming calls is that it doesn’t… Read More

How Application Development is like a Team Sport

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With the Olympics coming to Rio de Janerio this summer there will be plenty of individual and team athletic achievement on display. Individual performances can be awe-inspiring. Just think about Usain Bolt at the London games, for example. With individual sports it’s clear where the main onus lies. But the benefit of team sports is that there are others to… Read More

Just Say No to Resets: Seamless Customer Experience in Omni-Channel Communications

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Omni-channel communications appeal to a lot of companies. And it makes sense that they do. Having that type of power at your disposal allows businesses to meet customers on their turf. While this means there are more channels to manage, when done right, the benefit is that omni-channel communications create a better customer experience. Omni-Channel vs. Multi-Channel Now omni-channel is… Read More

Use Analytics to Solve Voice Communications Problems

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Why Data Matters You can’t miss what you’ve never had. And having data and analytics for automated, voice-based customer interactions used to be unheard of. This deficiency often led companies to take a “set it and forget it” approach to their automated voice communications channel. The problem with this is that the voice channel connects directly with customers. Therefore, treating… Read More

To Code or Not to Code: A Comparative Guide to Building Voice Applications Using VoiceXML and Drag-and-Drop Technology

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Know Your Options When you’re driving in the car you can opt for any number of routes to get from point A to point B. The most direct path or the scenic route both have their advantages. Regardless of which one you choose, as long as you arrive at your destination it doesn’t matter which course you drive. The same… Read More

Natural Language Processing: A Financial and Technological Perspective

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With the rise of virtual personal assistants, like Siri and Cortana, the way in which they “just work” has started to create a perception that this type of technology should be ubiquitous in all voice applications. This is kind of like how crime procedural TV shows have led to juries expecting “CSI-like” evidence at trials. Let’s face it, sometimes wants… Read More

5 Ways Cloud-Based Automation Benefits Call Centers

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There’s a scene in Wayne’s World, soon after Wayne and Garth sign a network contract, when Benjamin approaches Garth, who’s busy working one of his gadgets. Benjamin wants Garth to convince Wayne to change part of the show. With a frightened look on his face, and in a panic-stricken voice Garth responds, “Change? We fear change.” While this piece of… Read More