IVR

interactive voice response

phone transaction

Are You Overpaying to Process Transactions by Phone?

Call Center, IVR, Payments / By

It’s a simple fact that no business survives without revenue coming in. While there are plenty of ways to collect payments, one of the most popular is the phone –and that’s where your contact center gets involved with this mission-critical process. When your customers call to make a payment, contact centers have two basic options: …

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The Blocklist – Secure Your IVR from Unwanted Threats

Business, IVR, Security, Technology, Telephony / By

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

Artificial Intelligence, Business, IVR, Speech Recognition, Surveys / By

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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Approaches to Effective Alpha-Numeric Input for your Voice Channel

IVR, Plum Fuse, Technology, Telephony / By

To understand the issues related to alpha-numeric input and IVR, try to remember sending text messages before smartphones. Each number has letters associated with it and you’d have to press the 8-key three times to get the letter V in your message. Compared to what we can do with smartphones, this method seems archaic, time-consuming, …

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Outsourcing or DIY? Find the Right IVR Development Approach

Business, IVR, Technology / By

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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The Limitations of Automatic Speech Recognition & How to Combat Them

IVR, Speech Recognition, Technology, Telephony / By

Automatic Speech Recognition (ASR) is pretty cool technology. Simply say something and a machine will do what you ask it to do. Usually. When an ASR grammar is tuned properly and the call conditions are good, ASR works really well. Unpacking that last sentence should help you understand a bit more about ASR, how it …

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IVR and AI Main

How to Get More From Your IVR with AI

Artificial Intelligence, Customer Service, IVR, Technology / By

How AI Delivers Better IVR When you hear artificial intelligence (AI) and interactive voice response (IVR) in the same breath you may scratch your head and wonder, “how does that work?” Using an AI engine, like IBM’s Watson, with an IVR system creates smarter self-service applications and delivers better customer experiences. With IVR callers have …

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