You most likely found this article after doing a Google search on “IVR Best Practices,” or something similar. A search such as that will return a lot of potential sources of information. Interactive Voice Response best practices can be a very subjective topic. Especially when considering the source. Customer service and call center consultants will […]| IVR Technology Group
Conversational AI, chatbots, virtual assistants, AI, machine learning, and more have become the “hot topic” buzz words across all types of customer experience services and applications. Perhaps for a good reason, the promise of AI seems like the panacea for a litany of customer experience problems and contact center costs. Or at least, that’s the […]| IVR Technology Group
Communication with customers through contact centers is more about speed and ease than ever before. And with self-serve automation through IVR and SMS communication, contact centers can better serve customers 24 hours a day, seven days a week, 365 days a year. With the “lucky-strike extra” of doing so at a more controlled cost. Because […]| IVR Technology Group
You don’t need us to tell you that consumer expectations are rapidly changing. In what seems like the blink of an eye, we’ve shifted from two-day expectations to a today expectation. The situation becomes particularly meaningful as we realize consumers now differentiate between companies based on service, with trust beginning to overtake service in some sectors.| IVR Technology Group
A growing consumer finance company came to us to help control contact center costs as they scaled their business. Their problem; to service the increasing number of customers, they relied on an expanding roster of outsourced contact center vendors worldwide. Otherwise known as BPOs or Business Process Outsourcers, it can be a cost-efficient method for […]| IVR Technology Group
A CPaaS, or Communications Platform as a Service, is commonly known as a cloud-based platform that provides developers with tools to add real-time voice, text, and other messaging features to their applications without the need to build back-end infrastructures. Typically, CPaaS specifications and features support telecommunications applications and expose its features and functionality through RESTful […]| IVR Technology Group
We’ve all encountered an awkward or downright dreadful Interactive Voice Response system (IVR) from time to time. Nothing can be more off-putting than trying to navigate through a virtual labyrinth of voice prompts and complicated menus. A poorly conceived IVR is often the number-one customer service complaint (Harvard Business Review), causing a severe impact on […]| IVR Technology Group
Like many customer service professionals, you’ve either adopted some form of a chatbot or are considering which solution is best for you. And by now, you’ve discovered that it’s not as easy as just turning it on. While simple “no-code” chatbots that accept yes, no, numeric or directed responses can be deployed relatively quickly, the […]| IVR Technology Group
Welcome. This is a quick walk-through of our Compass Automation Platform, our managed communications platform as a service. At its core is a voice and text application server. Think of it just like the computers that run Amazon or LinkedIn, but for telephony. Our no-code/low-code studio is where we create your voice and text applications. […]| IVR Technology Group
With conversational AI (artificial intelligence), chatbots allow the world’s best brands to self-serve customers 24 hours a day, seven days a week, 365 days a year. As consumers, our experiences are often either really good (simple and easy) or not so good requiring human intervention. It’s essential to focus on your customers and their journey […]| IVR Technology Group
There’s a great deal of buzz around the new technologies available for contact centers and customer service operations. The buzz includes things like Artificial Intelligence, ChatGPT, Robotic Process Automation, ChatBots, Predictive Analytics, Voice Biometrics, Internet of Things, and many more. The promise of improved customer relationships and experiences is tantalizing. In an interview, Ben Motteram’s […]| IVR Technology Group