IVR

interactive voice response

voice recognition

6 Considerations in Outsourcing IVR 

Call Center, Cloud Computing, IVR / By

Like most technology, Interactive Voice Response (IVR) has evolved over the years. From automatic switchboards to completing self-service tasks like activating a credit card or paying a bank bill—IVR has modernized companies with Intelligent Virtual Agents. If you want to stay competitive in today’s market, you might want to think about further automating your IVR …

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communication-gap

The Solution That Can Bridge Your Fragmented Business Communications

Business, IVR / By

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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photo-of-man-holding-a-book-927022_opt

Spring Cleaning for Your IVR Leads to Blooming Customer Relationships

Customer Service, IVR / By

The first hint of spring is in the air! And that means a customer service professional’s thoughts turn to… a solid spring cleaning for your contact center’s customer experience processes. A complete review of each customer journey is necessary to ensure the details are all up to date and the operations all reflect best practices; …

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caucus

How IVR could have Prevented the 2020 Iowa Caucus Breakdown

IVR, Technology / By

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 …

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new-year-new-ivr

New Year, New IVR? Four things to do to Improve your IVR and Customer Service in the New Year

Customer Experience, Customer Satisfaction, Customer Service, IVR / By

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 …

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conversational-ivr

Actionable Uses for Conversational IVR-generated Data

IVR, Technology / By

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 …

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reminder app

Scheduling Software for Business with Outbound Calls and Reminder Apps

Customer Service, IVR, Payments / By

Outbound reminders were once exclusively handled by call center agents working from a list of customer phone numbers. While there are still reasons to use agents for some outbound call reminders and scheduling, increasingly, this form of customer outreach is now being handled by outbound IVR systems. According to Forrester, live agents can cost up …

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security

IVR and CCPA: Easy Access to Digital Privacy Management

IVR / By

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 …

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