VocalCom

OCTOBER 24, 2017

At one time, self-service meant forcing customers to perform tasks on their own without the information and support they needed. Today, savvy companies offer self-service as a means of empowering customers to help themselves with confidence and minimal effort. Update your IVR menus. Ask for customer feedback.

Self service 91

Self service Interactive Voice Response Contact center software Banking 91

Fonolo

NOVEMBER 5, 2020

Review your IVR system. 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. The State of the Contact Center 2020. Invest in self-service options.

Call Center 132

Call Center Interactive Voice Response Self service Contact Center 132

Altivon

JULY 27, 2020

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.

Interactive Voice Response 52

Interactive Voice Response Benchmark Contact Center Self service 52

CCNG

DECEMBER 16, 2020

First, companies found self service options inadequate – When COVID hit in March, many industries found their automated systems were inadequate to help handle call volumes. they too often found self service options inadequate in view of staffing challenges.

Contact Center 195

Contact Center CCNG Self service Interactive Voice Response 195

Serenova

MAY 29, 2020

Contact Center Best Practices for 2020. According to Harris Interactive, even before the pandemic, 77% of customers said it took too long to reach a live agent by a contact center phone number. Smart and Efficient Self-Service that Augments, Not Replaces, Agents. But not all issues can be resolved through self-service.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. Digital-first servicing drives improved CX and brand engagement. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 62

Consulting Consulting Marketing Customer Service 62

Serenova

MAY 29, 2020

Contact Center Best Practices for 2020. According to Harris Interactive, even before the pandemic, 77% of customers said it took too long to reach a live agent by a contact center phone number. Smart and Efficient Self-Service that Augments, Not Replaces, Agents. But not all issues can be resolved through self-service.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Zappix

MARCH 3, 2021

The impressive market demand for self-service solutions illustrates an acceleration in digital transformation due to COVID-19 and reflects the record growth Zappix saw in 2020. The company notes four key trends that dominate customer service solutions this year.

Self service 40

Self service Interactive Voice Response Marketing Customer Service 40

LiveVox

NOVEMBER 11, 2020

Get the Free Report In August 2020, LiveVox surveyed contact center professionals at the C-suite, VP, Director, and Manager levels to understand what their strategic priorities are right now, where they’re headed in the future, and what role self-service and system integration play in their ability to deliver an exceptional customer experience.

Self service 60

Self service Contact Center Surveys Customer Experience 60

DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report.

Consulting 62

Consulting Consulting Analytics Marketing 62

3CLogic

OCTOBER 7, 2020

Case in point, one in three companies began using live chat and interactive voice response (IVR) channels for the first time this year (2020). Luckily, here are two approaches: Apply Voice-based Self-Service. Which begs the obvious question – where to start? for any number of requests.

Interactive Voice Response 76

Interactive Voice Response Call flow Self service Enterprise 76

Hodusoft

JANUARY 17, 2024

Between the 1960s and 1990s, the invention of IP PBX , Interactive Voice Response (IVR) system, and voicemail system changed the way businesses used to communicate. That’s where sophisticated multi-level Interactive Voice Response (IVR) systems become extremely useful.

Contact center software 52

Contact center software Contact Center Interactive Voice Response Multichannel 52

SmartAction

JANUARY 16, 2020

Much like Winona Ryder, while traditional IVRs faded into obscurity in the early 2000s, voice control is having its Stranger Things come back. In the next five years, industry experts predict that nearly every application will integrate voice technology in some way. Talk is the new Type. Ok chatbots, you’ve had your fun.

Virtual Agent 54

Virtual Agent Self service Government Healthcare 54

Outsource Consultants

JANUARY 3, 2024

Outcome: Half and Half For standard outsourcing services, Eastern European call centers displayed a pricing trend with some fluctuations, slightly higher than nearshore counterparts. Prediction: The Rapid Shift from IVR to IVA Powered by AI Why? 2024 will witness a dramatic transition from traditional IVR to AI-driven IVAs.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

Zappix

NOVEMBER 11, 2020

Zappix, the leading Visual IVR and Mobile On-Demand Digital Self-Service solutions provider, announced a successful start to Q4, 2020, launching five new implementations of its flagship.

Interactive Voice Response 40

Interactive Voice Response Self service 40

Fonolo

AUGUST 29, 2019

Now: Ready yourself for the dawn of a new customer service decade, and read this timely and useful advice from the mouths of the experts themselves. Their 20/20 industry insights will propel your contact center to success in, fittingly, the year 2020.*. That won’t go away in 2020, and it will probably still be a requirement in 2050!

Contact Center 121

Contact Center Self service Call Center Chatbots 121

Serenova

FEBRUARY 3, 2020

In a webinar drawing on ICMI’s industry-leading research and insights from the 2020 ICMI Featured Contributors (including Serenova Vice President of Customer Success Jen Jackson ) ICMI Group Principal Analyst Roy Atkinson explored what’s trending in 2020 and why contact center leaders should pay attention. Self-service.

Interactive Voice Response 40

Interactive Voice Response Self service Contact Center Analytics 40

Ansafone

OCTOBER 20, 2017

To understand how your business measures up in this area it’s important to track first call resolution (FCR), average wait time and self-service usage. IVR can help with talk times by routing calls to the appropriate agents, while internal IT such as speech analytics, can reduce handle time.

Interactive Voice Response 91

Interactive Voice Response First call resolution Average Handle Time Contact Center 91

Call Experts

FEBRUARY 12, 2020

Key providers are building professional services and resources to assist customers with strategic AI plans. Self-service tools empower customers to reach out to agents for more complex interactions, like those requiring judgment and empathy. Key 2020 Trends: Cloud Contact Centers. Do you need to upgrade your IVR?

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 – 2020 Workforce Management Product and Market Report.

Consulting 48

Consulting Consulting Marketing Management 48

Inbenta

MAY 16, 2022

2020 saw spending drop to $1.3 They operate using text-to-speech technology that can break down user responses, and respond appropriately. Before the rise of chatbots, IVRs were the go-to solution for automating customer inquiries. AI chatbots are better than IVRs. Enter the AI chatbot. But how can chatbots achieve this?

Chatbots 52

Chatbots Interactive Voice Response Telecommunications Self service 52

DMG Consulting

JANUARY 29, 2021

This is exactly what DMG asked enterprise, IT and contact centers leaders from around the world in our annual contact center goals and priority survey, conducted in November and December 2020. We expected insightful responses, and the results did not disappoint. of respondents. of respondents. of respondents. of respondents.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

TechSee

DECEMBER 16, 2021

According to a 2020 report by the World Economic Forum , 84% percent of employers planned to digitize their processes, with the aim of transitioning 44% of their employees to work remotely. Rising demand for self-service Today’s on-demand generation will not be kept waiting.

Call Center 124

Call Center Self service Gamification Contact Center 124

3CLogic

MARCH 25, 2022

These roles are only becoming more complex as customer expectations rise and call volumes continue to increase — Gartner reports that more than 40% of support leaders saw an increase in contact volume from 2020 to 2021. Voice-enabled self-service that allows customers to remedy an issue without ever speaking to an agent.

Interactive Voice Response 52

Interactive Voice Response Technology Average Handle Time Contact Center 52

Hodusoft

APRIL 17, 2024

Auto attendant, also known as Interactive Voice Responder (IVR) system is an advanced business phone system feature that automates and simplifies the incoming call process and routes the callers to the most appropriate agent or department. billion in 2020 to USD 6.7 What is an Auto Attendant?

Real estate 52

Real estate Scripts Interactive Voice Response First call resolution 52

3CLogic

MAY 26, 2022

During 2020 and 2021, customers rapidly moved to digital-first interactions, creating a permanent change in the ways companies approach customer experience. With a Voice-Enabled integration , direct customers toward self-service for simple requests like resetting passwords or checking the status of an order.

Interactive Voice Response 52

Interactive Voice Response Customer Experience Management Journey mapping 52

Enghouse Interactive

JANUARY 5, 2021

It’s an understatement to say that 2020 was a year of huge change everywhere. In this post, we highlight some of the key developments of last year in a review of our top blogs from 2020. The importance of self-service for greater customer satisfaction. Optimising for contact centre remote working.

Self service 40

Self service Service level Technology Customer Service 40

Upstream Works

NOVEMBER 30, 2022

There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased. Intelligent Routing to Self-Service.

Customer Experience 78

Customer Experience Self service Contact Center Chatbots 78

Fonolo

JANUARY 18, 2022

The global contact center industry was valued at approximately $339 billion in 2020, and is expected to reach $496 billion by 2027! But the truth is, customers were never exactly patient when it came to customer service. That’s why most people don’t like IVR systems, even if they’re advanced.

Contact Center 81

Contact Center Interactive Voice Response Call Center Contact center software 81

TechSee

OCTOBER 31, 2018

No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. Using AI, telecoms can implement self-service capabilities that instruct customers how to install and operate their own devices.

Interactive Voice Response 100

Interactive Voice Response Telecommunications Chatbots Big data 100

Dialer 360

DECEMBER 5, 2022

This allows businesses to reach out to a wider audience and provide prompt responses to customers’ queries and complaints A small fault with customer service can escalate into a bigger one with your brand’s reputation if you ignore it. IVR (Interactive Voice Response). Self-Service Support.

Call Center 26

Call Center Interactive Voice Response Self service Chatbots 26

Upstream Works

NOVEMBER 30, 2022

There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased. Intelligent Contact Routing to Self-Service.

Customer Experience 78

Customer Experience Chatbots Contact Center Morale 78

pindrop

JULY 24, 2020

We have held weekly webinars with live Q&A sessions, and are launching our first-ever live Ask Me Anything session to guide you on how to leverage your IVR’s data to predict fraudulent activity months before it occurs. In July 2020, Pindrop was featured in Raconteur’s Fraud and Privacy Report.

Interactive Voice Response 52

Interactive Voice Response Banking Education Accountability 52

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. Voice is still the dominant channel in the contact center and will remain so for many years. There’s no substitute for a human voice when you have a complex problem. Contact Center Trends 2020.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Callminer

AUGUST 6, 2019

Decide if you need interactive voice response (IVR). The IVR system feature in call center phone systems is a good choice for businesses that want to automate frequent call center tasks to improve efficiency and save money. How does AI help customer service agents? Analytics are the Competitive Advantage.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Aspect

JUNE 4, 2020

In the May 2020 Business Continuity in the Contact Center study , Aberdeen defines business continuity as the ability to weather sudden changes impacting contact center and broader business activities. Business Continuity in the Contact Center.

Contact Center 139

Contact Center Average Handle Time Self service Airlines 139

Uniphore

JUNE 10, 2021

25% Lack of self-service options. Use Self-Service to Handle High Call Volume. By creating a guided digital self-service experience for your customers, you can help them solve many of their own issues–without ever engaging an agent. Post-2020 Company Mindset. 13% High Call Volume.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98