IVR

interactive voice response

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

Spring Cleaning for Your IVR Leads to Blooming Customer Relationships

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

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

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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tired employee

The Path to Contact Center Automation First Starts With Manual Work

Let’s talk in business clichés for just a moment: If you had to pick the “low-hanging fruit” of processes in your contact center that could lead to the “most bang for your buck,” what would they be? Just in case clichés aren’t your thing, we’re simply asking you to think this through: Which least valuable …

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person on mobile

How to Cut Out the Manual Work of Managing Your Mobile or Remote Workforce

Businesses increasingly are shifting work to remote or mobile workforces and for good reason. Not only can recruitment for employees span beyond the local area of a corporate office, it can also lower costs on salaries, office space, benefits and more. Yet, while there are obvious advantages to having teams that work outside of a …

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conversational-ivr

Actionable Uses for Conversational IVR-generated Data

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

Maintain a Steady Cash Flow with Outbound and Reminder Apps

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, increasingly, this form of outreach is being handled by anoutbound IVR. The reason? According to Forrester, live agents can cost up to $12 an …

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security

IVR and CCPA: Easy Access to Digital Privacy Management

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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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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