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Six Reasons to Take Another Look at IVR

CSM Magazine

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).

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2020 Contact Center Investment Priorities

DMG Consulting

2020 Contact Center Investment Priorities. 2020 is looking to be an outstanding year for contact center investments. Figure 1: Contact Center Technology Investment Priorities for 2020. This is interesting given the mega trend to improve the customer experience. Cloud-Based Contact Center Solutions. Final Thoughts.

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Guest Post: How COVID-19 Has Impacted the Progression of Contact Centres

ShepHyken

Contact centres have been at the forefront of advancements in customer-facing communication technology. They were the playground for breakthrough legacy technologies such as call routing and interactive voice response (IVR), always in the interest of providing a better, more streamlined customer service model.

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Idaho Power Rated #1 in Energy Industry Benchmark of Contact Center IVR Systems

Altivon

Idaho Power took top honors in the 16th Annual Energy Utility Benchmark Report on Interactive Voice Response (IVR) systems, released July 1, 2020 by IVR Doctors. The 2020 Report compares 100 energy utility automated telephone systems in the U.S. million calls through their IVR. and Canada.

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IVA is the New IVR Masterclass

Speaker: Brian Morin, CMO & Phillip Fisher, CX Consultant at SmartAction

2020 was the year that customer call centers and customer experience were pushed to their limit. With the influx of calls replacing in-person interactions, it is up to our virtual agents to not only evolve to the new demands but also to help alleviate the current stressors on live agents.

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How to Prepare Your Call Center for Shopping Season 2020

Fonolo

Review your IVR system. A lot of customer confusion stems from the very system designed to direct them to support. If you haven’t reviewed your IVR system lately, you should do it before the holiday season picks up. Here are a few things to keep in mind when evaluating and adjusting your IVR: Think from the customer perspective.

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JustCall Ranks 8th At The Deloitte Tech Fast 50 India 2020 Awards

JustCall

Yet again, we are super proud to announce that JustCall ranked Number 8 on the Deloitte Technology Fast 50 India, 2020 ! About Deloitte Deloitte Tech Fast 50 India Awards, 2020. He said, "We're really thankful to our customers for their continuous support in our journey towards building the best customer experience platform.