InMoment XI

JULY 13, 2022

Not only do returning customers require less introduction to your products and services, but they also tend to spend more than first-time customers, too. First, you ask your customers a simple question: “On a scale of 0-10, how likely is it that you would recommend my brand/product/service to a friend or colleague?”. Keep Going.

Net Promoter Score 491

Net Promoter Score Customer Retention NPS Social Media 491

Call Experts

APRIL 8, 2024

IVR (Interactive Voice Response) Systems: IVR systems employ pre-recorded messages/voice recognition technology to interact with callers, directing them to the appropriate department or agent based on their responses. Various methods and technologies are used in call routing, each designed to match callers with the right resources.

Customer Satisfaction 52

Customer Satisfaction Technology Connections Exceptional Customer Service 52

InMoment XI

FEBRUARY 8, 2024

Improved Agent Productivity Providing agents with the necessary tools, training, and technology to perform their tasks efficiently. This leads to increased agent productivity, reduced handling times, and improved customer service.

Contact Center 260

Contact Center Multi-Channel Social Media Competitive Advantage 260

CSM Magazine

OCTOBER 27, 2022

Rob Crutchington at Encoded , discusses the rise of self-service payments and why it is time to take another look at Interactive Voice Response (IVR) in contact centres to help increase the number of successful transactions, boost agent performance and improve the customer experience (CX). IVR has become an essential payment choice.

E Commerce 52

E Commerce Return on Investment E-support 2020 52

Cyara

MAY 4, 2022

Designing optimal IVR journeys can help you strike a balance between call containment and CX goals. They’re rolling out new products and services to align with consumers’ new digital-first behaviors and meeting surging demand for support. Or ganizations are transforming the customer experience (CX) in real-time.

2021 128

2021 Consumers Customers Interaction 128

ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated. So how can your contact center IVR get there?

Blog 93

Blog Customer Experience Contact Center Interaction 93

Interactions

SEPTEMBER 19, 2023

Jak Katterfield, Product Marketing Manager at Interactions, sat down to talk with Lindsay Washburn, Senior Digital Product Manager at Evergy, and Ed Anderson, Senior Manager CXT Technology at Vistra Energy. Lindsay : I am the product owner for our automated phone system (IVA) within our Digital Strategy team. Time flies!

2015 48

2015 Interaction Contact Center Call Center 48

ShepHyken

JANUARY 29, 2021

IVR systems make it possible to collect information about a client when they call. Even with a knowledge base filled to the brim with product support cases, along with a killer script on their side, your agents’ effectiveness hinges on their knowledge of the product in more ways than we’d like to admit. Invest in your agents.

Contact Center 91

Contact Center Call Center Seminar Article 91

TechSee

JULY 17, 2018

IVR technologies are limited without sight. Interactive voice response (IVR) is a technology that allows a computer to interact with customers through the use of voice and touch-tone telephone keypad. Bringing visual assistance to IVR. For example, imagine that a customer would like to pay his electricity bill via the IVR.

Call Center 114

Call Center Average Handle Time Technology Customer Satisfaction 114

CSM Magazine

DECEMBER 9, 2021

The n ew automated IVR discovery solution reduces test automation development time by 80%. HVE is a modular extension of the Hammer Cloud Platform and was built using a Machine Learning foundation to automatically discover and document an existing IVR and create customer journey test scripts for the entire software development lifecycle.

Contact Center 52

Contact Center Document 2024 Insurance 52

ShepHyken

OCTOBER 1, 2021

Automated customer service systems like IVR, chatbots and even knowledge management systems can help you assist customers even when your agents aren’t online.? . With automation tools like IVR and chatbot , you can help customers reach the right agent, therefore helping them avoid repeating themselves multiple times.

Customer Service 157

Customer Service Article Customers Technology 157

CSM Magazine

SEPTEMBER 9, 2020

PCI Pal ® , the global provider of cloud-based secure payment solutions, has announced the addition of Speech Recognition capability for both its Agent Assist and IVR Payment solutions. For more information on PCI Pal visit www.pcipal.com , call +44 207 030 3770 to arrange a demonstration or follow PCI Pal on Twitter. About PCI Pal.

Social Media 90

Social Media Omnichannel Presentation Information 90

UJET

MAY 14, 2019

Interactive voice response ( IVR ) is a phone system that uses the phone keypad or voice recognition to direct customers through a company’s customer support system. Depending on the industry, customers might be calling about product support like a smart home device , subscription information or financial issues.

Customer Experience 113

Customer Experience Financial Customers Interaction 113

Uniphore

AUGUST 6, 2021

Alliander Uses Visual IVR to Improve Millions of Interactions. Almost immediately after the launch of Visual IVR on our national line, the number of calls reaching agents has reduced tangibly. Almost immediately after the launch of Visual IVR on our national line, the number of calls reaching agents has reduced tangibly.

Interaction 52

Interaction Contact Center Demo Connections 52

CSM Magazine

NOVEMBER 19, 2020

Encoded, a leading Payment Service Provider and pioneer of innovative secure payment solutions for contact centres, has announced that Milk & More has successfully deployed its IVR and Agent Assisted Payment technology to boost time and cost efficiencies.

E Commerce 59

E Commerce E-support Innovation Loyalty 59

CSM Magazine

NOVEMBER 2, 2021

PCI Pal , the global provider of cloud-based secure payment solutions, has today announced that the leading European Contact Centre as a Service (CCaaS) provider, Puzzel, has extended its reseller partnership agreement to include PCI Pal’s Digital and IVR payment security solutions to its portfolio.

Omnichannel 52

Omnichannel Social Media 2018 Communication 52

Win the Customer

SEPTEMBER 15, 2020

IVR or AI driven chat bots) are working and easy to use at launch, to better serve your customers. Here are a couple of ways that you can improve personalized user experiences: Configure IVR for the product or service that customers have bought or referenced in the previous transactions. Resolve Issues Quickly.

Call Center 157

Call Center Customer Experience Omnichannel User Experience 157

Call Experts

SEPTEMBER 1, 2022

These include the IVR and Dial-by-name directories. What is an IVR? One of the best ways to increase customer satisfaction is to implement an IVR for an automated phone answering system. . An IVR system uses computers and telephones to deliver responses to callers’ queries. What Is A Dial-by-Name Directory?

Call Center 52

Call Center Customer Retention Connections Customer Satisfaction 52

Talkdesk

FEBRUARY 4, 2021

And, not surprisingly, a high FCR means customers are getting their issues resolved during the initial interaction, letting them spend more time enjoying your product or service and less time on the phone with agents troubleshooting issues. Multiple factors influence cost per contact, such as channel mix and agent productivity.

Metrics 87

Metrics Technology Contact Center Customer Experience 87

Uniphore

AUGUST 6, 2021

Alliander Uses Virtual IVR to Improve Millions of Interactions. Almost immediately after the launch of Visual IVR on our national line, the number of calls reaching agents has reduced tangibly. Almost immediately after the launch of Visual IVR on our national line, the number of calls reaching agents has reduced tangibly.

Contact Center 52

Contact Center Demo Interaction Connections 52

TechSee

JULY 24, 2023

By integrating TechSee Visual Journeys with your IVR platform, you can capture data through forms, use images to identify products or problems and capture visual information like serial numbers, ID numbers, and firmware versions – ALL before your customers connect to an agent.

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time NPS 109

UJET

AUGUST 25, 2019

Visual IVR. Customer support, at the minimum, requires voice and IVR. Voice is still the best channel for urgent issues that are time-sensitive and IVR is a great tool to route customers to self-service tools or guide them to an agent. For example, visual IVR and chatbots are a good solution when live agents aren’t available.

Contact Center 74

Contact Center Communication Customers Financial 74

CSM Magazine

JUNE 30, 2022

As part of Phonexa’s all-encompassing Call Logic product, Call Tracking software can help you improve customer service, quantify your marketing campaigns, enhance brand image, and, as a result, drive more sales. On the other hand, an IVR system can answer most, if not all, of your callers’ questions with no delay. Scale your business.

Customer Service 52

Customer Service Customer Journey Social Media User Experience 52

Call Experts

JANUARY 13, 2022

Every business needs a way to interact with its customers and IVR software makes it easy to save time and money. How do you define IVR software ? IVR systems can make call routing much easier for call centers. IVR software is a powerful tool capable of maximizing your customer service efficiency. What Is IVR Software?

Call Center 52

Call Center Interaction Information Customer Satisfaction 52

Avaya

APRIL 12, 2019

If consumers can dim the lights, check the weather, and change the TV channel just by speaking, why can’t they request a refund or check the status of a flight in the same effortless way within your IVR? Many Interactive Voice Response systems (IVRs) haven’t caught up to these high expectations. Modernizing your IVR.

Customer Expectations 75

Customer Expectations Call Center Contact Center Customer Satisfaction 75

Lumoa

JUNE 23, 2021

In fact, it’s such a huge deal for customers today that it has overtaken price and product as the key brand differentiator. Interactive Voice Response The Interactive Voice Response (IVR) feature in contact centers is bound to see an uprise in adoption owing to its facility of allowing callers to choose the type of service they want.

Contact Center 83

Contact Center Omnichannel Social Media 2025 83

CSM Magazine

AUGUST 1, 2023

This designation verifies that PCI Pal Agent Assist, Digital Payments, and IVR Payments all follow architectural and operational best practices, are being actively used by customers in production environments, and customers are enthusiastically advocating for the solution via Amazon Connect.

Connections 52

Connections Omnichannel Technology Customer Expectations 52

ShepHyken

JANUARY 4, 2022

They don’t like waiting on hold, complex IVRs, or conversational AI that doesn’t work. However, The Five9 Customer Service Index 2021 found that: Customers from the US, UK, Germany, Italy, and Spain all ranked phones as the preferred choice when dealing with customer service issues. People still use voice channels.

Virtual Agent 127

Virtual Agent Contact Center 2021 Consulting 127

SurveySparrow

AUGUST 25, 2022

It works in unison with two systems; IVR (Interactive Voice Response) and CTI (Computer Telephony Integration). An IVR collects the user’s queries, and a CTI allows the computers to interact with other communication media such as emails or live chats. Increased Agent Productivity. Too many IVR options can frustrate the customer.

Call Center 52

Call Center Contact Center Customer Satisfaction Social Media 52

UJET

DECEMBER 17, 2019

UJET believes the Four Pillars of Great Customer Service by Gartner closely aligns with the UJET’s core thesis, making support an integral part of the product or service, with an emphasis on delightful customer experience for the smartphone-centric and cloud-native personas engaged in these interactions.

Customer Service 74

Customer Service Customers Connections 2019 74

Upstream Works

MARCH 17, 2022

The main idea is that better forms of self-service are critical for AX, and all contact center vendors now have AI solutions that go well beyond conventional IVR. The longer agents have to keep dealing with routine queries or repeating steps already covered in IVR, the bigger your staffing issues will become.

Contact Center 78

Contact Center Call Center Omnichannel Technology 78

Call Experts

OCTOBER 18, 2019

Before we explain the cost of IVR systems, we first have to answer “what is IVR?”. . There are two different types of IVR systems that you can implement to support your business: on-premises systems and cloud systems. How do we calculate the cost of IVR? Call Experts’ IVR packages start at $45/month and $0.85

Call Center 64

Call Center Contact Center 2018 Customer Journey Mapping 64

Team Support

DECEMBER 20, 2019

Automated phone technology, such as interactive voice response (IVR) menus, can save businesses time and money on customer support. Larger businesses should consider IVR menus to streamline the customer support experience. Use IVR Menus Only When Absolutely Necessary. Here are 3 tips on how to make it work successfully.

Technology 72

Technology B2B Customers Management 72

Call Experts

DECEMBER 18, 2019

According to The State of IVRs in 2018 webinar, 83% of users would avoid a company after a poor experience with an interactive voice response. To build an easy to use IVR that helps your customers follow these five tips! Call Experts' 5 Tips for a Successful IVR. What is IVR, and how much does it cost?

Contact Center 81

Contact Center Call Center 2018 Omnichannel 81

Interactions

APRIL 16, 2024

” Gartner 2023 To provide an ideal customer experience that is cohesive, convenient, and productive, consider these three things: Metrics That Matter A sophisticated IVA can enhance a number of key metrics that you track within the call center. But, the metrics that matter most are unique to your business.

Customer Care 62

Customer Care Omnichannel Metrics Innovation 62

Interactions

DECEMBER 3, 2020

Imagine this: a potential customer calls your brand because they are interested in purchasing your product or service, but is having trouble navigating the website. Unlike DTMF and IVRs, chatbots are intended to provide self-service options. IVR systems are essentially set up to contain and deflect customers. Next up, chatbots.

Multi-Channel 62

Multi-Channel Contact Center Technology Interaction 62

Magellan Solutions

MAY 12, 2023

Increased Productivity A virtual answering service can free up time for employees and managers, allowing them to focus on more important core business activities. As a result, you can expect your team to have higher productivity and efficiency , helping you achieve your business goals faster.

Call Recording 59

Call Recording Average Handle Time Insurance Government 59