Business

communication-gap

The Solution That Can Bridge Your Fragmented Business Communications

Ever feel like your business operations teams don’t know what they don’t know? Customer service doesn’t know how to tell sales and R&D what product complaints they’re getting – or even if they should. Billing doesn’t know how to tell customer service who’s late on payments. And your IT team (if you’re large enough to …

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call-automation

How Your Business Can Hit the 90/10 Rule for Call Automation

Businesses love numbers, so it’s no surprise that historically a fair amount of energy has gone into trying to quantify paths to success. Examples include the 80/20 rule of sales as well as a traditional benchmark for contact centers that states 80 percent of your calls should be answered in 20 seconds or less. However, …

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customer-feedback

How to Get Continuous Customer Feedback at Scale

What Does This Even Mean? “At scale,”one of the more daunting phrases for any contact center. Whatever the initiative is, it’s so important that it’s not good enough to just work with representative samples or roll it out to specific groups. “At scale” technically means the initiative is as big as it needs to be …

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The Blocklist – Secure Your IVR from Unwanted Threats

There’s been a lot of chatter recently about robocalls and how annoying and bothersome they are. No doubt you’ve experienced these in your own right. And while these unwanted phone calls are bad enough for an individual, imagine a company having to deal with a constant barrage of unwanted phone calls from fraudsters and other …

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IVR and Audio Transcription: Find the Method That’s Right for You

Quantitative data makes the business world go ‘round and qualitative data provides the nuance and shading to help contextualize all those numbers. But qualitative data can be difficult to obtain and analyze. Using IVR to record and transcribe the customer responses is one way to get qualitative data. There are two different methods that we …

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Fairly Allocate Call Transfers to Multiple Contact Centers

Juggling Multiple Call Centers When customers call your company, you can provide a wide range of information and services with the right IVR applications. Sometimes, however, customers have complex issues that automation can’t address. When this happens, you want to make sure that you transfer your customer to the best possible person to quickly resolve …

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Making Natural Language Processing Feasible with Artificial Intelligence

In a past post, we discussed the technological and the financial challenges that go hand-in-hand with developing natural language processing (NLP) applications. While these challenges remain relevant, more recent developments mean it’s easier and less expensive to incorporate natural language processing into your voice channels. Thanks to artificial intelligence (AI), companies can manage NLP apps …

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Outsourcing or DIY? Find the Right IVR Development Approach

When it comes to development philosophy, businesses have a lot of different choices. And yet, it seems that no matter what a company chooses to do, development often comes down to building it yourself or paying someone else to do it. As a company that offers development platforms, we see all kinds of development scenarios. …

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