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As artificial intelligence (AI) technology has matured in recent years, it’s possible applications have exploded. From meowing on command to cleaning your house (and more than a few things in between), AI has and will continue to make an impact on our everyday lives. In the contact center industry, that means the role of virtual …

How to Optimize Engagement with Virtual Agents Read More »

Today, conversational platforms are used by developers to build conversational user interfaces, chatbots and virtual assistants for integration into messaging platforms, social media, SMS, website chat.  When choosing a conversational platform it’s important to ask what kind of experience do you want a conversational platform to create for your customers? And what is a better fit, a …

Chatbots and Virtual Assistants: How to Choose the Right Conversational Platform Read More »

Interactive Voice Response (IVR) technology has been around in commercial space since the 1970s and has become ubiquitous to the point where most people anticipate it when calling company phone numbers. While the sound of an IVR was once a precursor to frustration, fortunately IVR technology has come a long way over the decades, especially …

What Is IVR Automation? Read More »

When seeking new IVR vendors for your contact center, there are, of course, many priorities to juggle. What option has the best price? Is the solution scalable? Is the platform kept up to date with advancing technologies? Whatever your top priorities may be, compliance needs to be on your mind when shopping for an IVR …

4 IVR Compliance Issues to Consider When Shopping Around Read More »

Whether your contact center handles sensitive information such as payment credentials, SSN’s, and medical history or merely names and phone numbers, data security should be a priority, especially when bringing in new technology vendors or expanding your operations. Depending on your industry and what type of information you handle, different rules and regulations may apply. …

Data Security Laws and How They Affect Your Call Center Read More »

Conversational AI is the darling of the IVR space these days for its ability to vastly improve customer calls in measurable ways. But how does conversational AI work? This technology not only has the potential to improve customer experience, it can boost your bottom line and unearth new insights about your customers. When customer calls …

How Does Conversational Voice AI Work? Read More »

From credit and debit cards to gift and prepaid cards, when it comes to the best IVRs for card activation it’s more about the customer experience than ever before. From ease of use to lack of dead ends in the user interface, solid IVR solutions keep containment rates high while reducing cost by utilizing your …

The Best IVRs for Card Activation Follow These Best Practices Read More »

The Health Insurance Portability and Accountability Act (HIPAA) mandates that healthcare organizations take the protection of personal medical information seriously, but equally important is the protection of patients’ financial data. However, many medical practices are adverse to accepting patient bill payments through the contact center due to stringent compliance and information security specifications set forth …

Balance Patient Convenience and Payment Security Read More »

Over 40 billion credit card transactions are processed annually, and contact centers handle about 4 percent. There is growing pressure to improve the security of payments involving contact center agents, particularly as PCI-DSS standards become stricter and as agents increasingly work at home.  With this growing pressure to improve the security of payments involving contact …

Plum’s Virtual Payment Agent That Conferences Into Calls to Descope Contact Centers from PCI-DSS Read More »

From obtaining quotes, filing claims, or paying bills, insurance customers have no shortage of critical tasks that require contacting their providers.  Insurance companies can modernize their IVR software by automating processes that surprisingly are not typical self-service options that one would expect. Here are 5 ways insurance companies are leveraging IVR software to their advantage: 1- …

5 Easy Ways Modernized IVR Software Is Used for Insurance Companies Read More »