Call Flow Archives

IVR TTS – How Much Is Too Much?

Call Flow, Customer Experience, IVR / By Jason Myers

Original image source When building a voice application one of the first questions you need to answer is: to what degree will you use text-to-speech? Initially, it may seem like a great idea to use text-to-speech (TTS) wherever possible. After all, it’s faster and cheaper to just type out some generic code, right? Here’s the …

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What Are IVR Containment Rates?

Business, Call Flow, IVR, Self Service, VoiceTrends / By Jason Myers

What do you think of when you hear ‘cost savings’? Is it a corporate mascot skiing down a pile of money like Scrooge McDuck? One can only hope… Cost savings is one of the major reasons why companies turn to automation and self-service. Computers can multi-task a lot better than people, so it just makes …

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Coder’s Corner: Create A Self-Service App That Doesn’t Suck

Call Flow, IVR, Payments, PrePaid, Self Service, VoiceXML / By Jason Myers

Let Customers Be “In The Know” It’s no secret that the majority of people prefer, and even expect self-service options nowadays. Why, you may ask? Because self-service is a constant. No matter what or where someone is they can pick up the call and make a payment because there’s no need for people to be …

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Respect the Customer Journey: Principles of Voice Self-Service Apps

Call Flow, IVR, Self Service / By Jason Myers

It seems that the nostalgia industry will never die. But anyone who wants to turn back the clock might get more than they bargain for. For example, you’re on your way home from work. You duck into the grocery store to pick up one small item, like a can of tomato sauce. Immediately you feel …

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

Call Flow, IVR, Plum Fuse, Plum Voice, Technology, VoiceXML / By Jason Myers

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 …

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How to Reduce Customer Frustration with an Optimized IVR

Call Flow, Customer Experience, IVR, Technology, VoiceTrends / By Jason Myers

Recently I called my local hardware store with a question about a scheduled door installation. The phone menu had an option for the windows and doors department, but it was about the twelfth option on what one would consider the second “page” of the menu. The store created even more confusion when an employee answered …

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How To Handle High Call Volumes Without Affecting the Customer Experience

Call Flow, Customer Experience, PrePaid / By Bartleby Monster

Although some predict a slowing in the incredible growth rate of the prepaid card industry, we’re still talking over 20% growth every year. So if call spikes overwhelm the call center now, wait until companies are bigger. Call spikes aren’t going anywhere. And neither are automated voice systems, which handle more communications than live agents …

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