Years ago the singer Harry Nilsson told us that one was the loneliest number. Combine that idea with the ring of power—“one ring to rule them all”—from Tolkein’s Lord of the Rings, and you might think it’s lonely at the top. When it comes to managing combined voice and SMS applications, however, having only one […]
One Number to Rule Them All: Using a single number for Voice and SMS applications Read More »
Unintentional Spending Most companies use vendors to provide special services. Oftentimes, the amount you pay to a vendor is a specific amount or falls within a specific range. Imagine, however, the surprise you (or perhaps your accounting department) would experience upon receiving a bill from a trusted vendor that is tens of thousands of dollars
Protect Your IVR from Attacks with One Simple Tool Read More »
It’s no secret that, historically, interactive voice response (IVR) gets a bad rap. How can a technology that is so naturally intuitive, like voice, become so frustrating for so long? Much of this criticism boils down to blaming technology for human design problems. Companies that take the time to optimize and improve their IVR system,
Why Using IVR Software for Payment Processing Makes Sense Read More »
Healthcare is a multi-trillion-dollar business in the United States. Despite all the money that flows into and through healthcare providers, the industry as a whole suffers from drastic fragmentation. This fragmentation appears in many different areas: technology, billing, payments, communications, and more. Inefficient and ineffective communications have a negative impact on all other areas. When
Improving Healthcare Communications with Cloud IVR Read More »
Why IVR solutions are critical to effective CX Businesses know that access to technology means there are more players in the game. That means they have to find new ways to differentiate from the competition. Increasingly companies identify customer service and customer experience (CX) as areas that they can control by combining innovation and technology.
Giving a Voice to Customer Experience Read More »
In the wake of the 2020 Iowa Democratic caucus, it seems that no matter where you turn people are frustrated. The root of this frustration revolves around technology. The general outline of the situation is that party officials created an app for reporting voting results. However, the app failed somewhere along the line and its
How IVR could have Prevented the 2020 Iowa Caucus Breakdown Read More »
Voice is the channel that people love to hate. Or, perhaps it’s more of a love-hate relationship, because recent data shows that 51% of consumers believe that the fastest way to resolve a problem is to use the phone. So, if your voice channel provides a sub-optimal customer experience, you’re potentially alienating the majority of
Why is it that everyone talks about hype cycles, but never about adoption, or implementation, or deployment cycles? Perhaps it’s that ‘hype’ is a sexier term that connotes a sense of progress and possibility. It seems like pragmatism is always in short supply within a given hype cycle. Artificial Intelligence (AI) is, and will likely
AI: Is it Something You Want or Something You Need? Read More »
Get More from Conversational IVR Conversational IVR is shaping up to be the next major shift in voice communications. It’s easy to understand why. Conversational IVR speeds up customer interactions over the phone, it’s intuitive and simple to use, and helps to deliver positive customer experiences. This customer-centric view is both appealing and valuable to
Actionable Uses for Conversational IVR-generated Data Read More »
The California Consumer Privacy Act Data privacy and security is an ever-present concern in our increasingly digital lives. Recently, the state of California took legislative measures to ensure that consumers have greater control over their data by passing the California Consumer Privacy Act (CCPA), which goes into effect on January 1, 2020. Naturally, this begs
IVR and CCPA: Easy Access to Digital Privacy Management Read More »
