Hodusoft

MAY 17, 2024

In this technology, relevant customer information such as caller ID, Automatic Number Identification (ANI), Dialed Number Identification Service (DNIS), and information from Interactive Voice Response (IVR) system, pops up automatically onto an agent’s computer screen just at the same time the agent picks up the customer’s call.

Interactive Voice Response 52

Interactive Voice Response CRM Contact Center Call Center 52

Lumoa

JUNE 23, 2021

These include customer service analytics, engagement hubs, the voice of the customer , virtual agents (live chat), and chatbots. Migration to the Cloud Buoyed by the COVID-19 outbreak, cloud migration dramatically increased during the steepest economic contraction since the 2008 financial crisis.

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

aircall

FEBRUARY 3, 2021

Financial institutions have been making their way back to a healthier place since the financial crisis of 2008. With the right call center software, banks and other financial institutions can also use interactive voice response systems (IVR) and automated call-routing features to automatically direct customers to self-service options. .

Call Center 62

Call Center call center software Interactive Voice Response voip 62

Fonolo

NOVEMBER 17, 2020

While 89% of contact centers measure the quality of voice, only 50% measure performance on digital channels, down from 61% last year. In 2017, more contact centers will recognize the impact of tracking analytics and use those benchmarks for future growth. DestinationCRM.com published an article, “Can Mobile and IVR Avoid a Fight?”

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Xaqt

JUNE 1, 2020

The Great Recession in 2008-2009 accelerated the offshoring trend as companies grappled with the economic downturn. One optimized Cognitive IVR can automate the work for a near infinite number of live operators for a given call type. Which meant that someone from Kansas could call a U.S

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52

Sykes

JUNE 21, 2017

According to a Deloitte-HCHAPS study, “hospitals with ‘excellent’ Hospital Consumer Assessment of Healthcare Providers and Systems patient ratings between 2008 and 2014 had a net margin of 4.7 But did you know that raising your patient-experience grades will actually deliver higher profitability? percent, on average, as compared to just 1.8

Healthcare 40

Healthcare Call Center Surveys Analytics 40