IVR

interactive voice response

tech vendor

3 Reasons Why Your Technology Vendor Is as Important as the Technology

IVR, Technology / By

It can take months to find and purchase a business technology. We spend hours and hours comparing technologies and vendors. And although price often trumps many of our concerns, that doesn’t diminish their importance. Here are three key things to keep in the forefront of our minds when choosing a technology vendor: 1 Industry Expertise …

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What’s the Safest Way to Pay By Credit Card?

Finance, IVR, Payments, Security / By

There are a few ways to pay with a credit card. They’re all vulnerable to attack from industrious criminals, but some are more vulnerable than others… Point-of-Sale (POS) Terminal The Process: You hand your card to an employee, who swipes it at the POS terminal. After encryption, your credit card information goes over the phones …

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Study: Making Automated Technology Easier for Older Adults to Use

Case Study, IVR, Speech Recognition, Technology / By

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 …

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Adding Voice Bio Security

Optimize Your IVR, Securely

IVR, Plum Voice, Security, VoiceTrends, VoiceXML / By

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 …

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analytics

How to Not Ruin the Customer Experience with Automation

Call Center, Customer Experience, IVR, Self Service / By

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 …

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man in contact center

Is the Golden Rule Too Simplistic for Customer Service?

Customer Satisfaction, Customer Service, IVR, Self Service / By

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 …

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