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To Bot or Not to Bot? Key Areas for Your Business to Implement Voice Self-Service

3CLogic

80% of calls, according to data from Cloudtalk, are expected to be answered within 20-30 seconds and the average call duration is four minutes. The question is no longer should I adopt voice self-service for my contact center? Overview of Interactive Voice Response (IVR) and Voice Self-Service.

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2018: A year of highlights! Plus, 2019 overview

Spearline

And we have some significant plans in the pipeline for 2019, full details of which will be revealed to you shortly. Email support@spearline.com or call us on +353 (0)28 51460. Our latency test replicates the customer call flow and allows you to quantify the amount of latency your customers experience. 2019 event schedule.

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Why are businesses still investing in IVR systems?

Babelforce

If you follow customer service trends, you’ll notice that even though consumers consistently report low satisfaction with the technology, the market for IVR systems continues to grow. 47% of consumer respondents to a 2019 survey said they experience frustration when encountering call center IVR systems.

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3 Way Call Recording and Quality Management can save your business money

Enghouse Interactive

Organizations today are dealing with new realities – digital natives that expect lightning fast responses, across multiple communications channels; and increasingly onerous regulatory compliance obligations that are now driving business processes. For calls, this is a well-structured IVR; for chats, this is a user-friendly BOT.

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3 Way Call Recording and Quality Management can save your business money

Enghouse Interactive

Organizations today are dealing with new realities – digital natives that expect lightning fast responses, across multiple communications channels; and increasingly onerous regulatory compliance obligations that are now driving business processes. For calls, this is a well-structured IVR; for chats, this is a user-friendly BOT.

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Major Grocery Retailer Improves Contact Center Agent Performance By 3% Within 90 Days of 3CLogic Implementation

3CLogic

To manage their robust operations, Ingles implemented ServiceNow ITSM and ServiceNow CSM in October 2019. In late 2020, the enterprise implemented 3CLogic’s cloud contact center solution to extend their ServiceNow investment to their voice operations. Talk Shop — Voice Technology And The Grocery Retail Industry.