interactive voice response
Companies in the payments sector have unusually high call volumes, complete with seasonal call spikes. It’s even more important for these companies to get their call center automation right. Here is a SlideShare presentation with 7 must-haves for IVR in the payments industry: Learn more in the prepaid IVR must-haves white paper.
In Don’t Blame the Technology, I refute a Guardian newspaper article that blames automated voice applications for long waits on hold. In the Guardian article, the writer vilifies companies that use automated voice applications as receptionists that put customers on hold while they wait for a call center agent. What the article misses is that …
How do you make technology easier to use for older adults who struggle with diminishing cognitive ability? One way is through high set-level compatibility. Set-level compatibility refers to the relationship between stimulus and response set and the relationship’s influence on response time. The more commonality shared between a stimulus and response set, the faster the …
Study: Making Automated Technology Easier for Older Adults to Use Read More »
Anyone who’s used an automated phone service rarely has anything good to say about it. —Dean Burnett of the Guardian Ah, that old chestnut again. Burnett’s article in the Guardian newspaper, On-Hold Hell: Why Automated Phone Systems Are Infuriating, is a mostly funny slam of automated voice systems. What it leaves out, however, is that …
Historically, it has been very difficult to optimize voice applications—to analyze the granular success of each component and use that data to improve the overall customer experience. It’s been impossible to do it without logging sensitive data. Our vision of a hosted IVR infrastructure has always been: scalable, flexible and extremely fault tolerant. With our …
Automated voice systems, such as IVR, handle more customer service transactions in call-heavy industries like financial services than agents, websites, or other communication channels. These systems are the first and most common point of contact for most of our customers. As such, they need to be useful, not frustrating, especially in sectors like the prepaid …
How to Not Ruin the Customer Experience with Automation Read More »
We all know the Golden Rule: treat others how we’d have them treat us. But its not that simple. Which us? The us who’s tired and doesn’t want to deal with other people, or the us who’s energized and chatty? And don’t we all want different things? It’s true companies need to follow the Golden …
Is the Golden Rule Too Simplistic for Customer Service? Read More »
Cost efficiencies are fine, but not at the expense of the customers. —Customer relationship management (CRM) guru Paul Greenberg. We all want a more efficient business. But if there’s a tab to pay for that efficiency, we can’t have our customers picking it up. So Company XYZ decides it’s time to automate communications with an …
Automatic Speech Recognition (ASR) software transforms voice commands or utterances into digital information that computers can use to process human speech as input. In a number of varying applications, speech recognition enables users to navigate a voice-user interface or interact with a computer system through spoken directives. How It Works Given the sheer number of words …
Fuse - Low-Code Programmable GUI Environment
Chat - Omni-channel communication with chatbots
Conversational AI - Understand caller intent
DEV - Programmable voice platform for dynamic, complex, and secure apps
Insight - Omni-channel survey creator
Message - Enterprise-Level SMS Campaign Management Platform
Professional Services - Accelerate deployment for rapid ROI
SecureAssistant - Agent-present virtual voice assistant for secure payments
VoiceTrends - Analytics for voice applications
Account Inquiries & FAQs - Handle repetitive queries with ease
Card Activations & Servicing - Improve card profitability
Mobile Workforce Reporting - Automate timekeeping processes over the phone
Notifications & Reminders - Leverage voice dialogs and SMS to get the word out
Payments - Process secure customer payments over the phone
Surveys - Build voice surveys in minutes
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