Babelforce

MARCH 8, 2023

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.

Interactive Voice Response 52

Interactive Voice Response Customer centricity Contact Center Abandon Call 52

Hodusoft

DECEMBER 17, 2020

It also facilitates call monitoring and recording services for quality assurance purposes. Key Features of Call Center Software. Auto Dialer: Also known as power dialer, Auto dialer is an outbound call center software system that helps to dial out a set of contacts automatically.

Call Center 59

Call Center call center software Interactive Voice Response Abandon rate 59

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. billion in 2021 and is expected to grow 15.3% Interactive Voice Response (IVR) — Customers still reach for the phone when an issue escalates in complexity or priority.

Interactive Voice Response 52

Interactive Voice Response Customer Experience Management Journey mapping 52

Uniphore

OCTOBER 21, 2021

2 1 , 2021 [12 AM PST, 3 AM EST ] – Uniphore announced today that it has completed its acquisition of Jacada and is unveiling the industry’s most compre he nsive p latform that will further enable enterprises to transform customer experiences. PALO ALTO, Calif. , Enhanced Self Service with Multimodal Capabilities.

Interactive Voice Response 75

Interactive Voice Response Self service Call flow Virtual Agent 75

pindrop

JANUARY 8, 2021

Pindrop was named a hot cybersecurity company in 2021 by cybercrime magazine. Protect analyzes thousands of indicators across the fraud event lifecycle – from account mining and reconnaissance in the IVR to social engineering attacks against agents. Passport reduces average handle times by 45 seconds per call.

Average Handle Time 40

Average Handle Time contact center workforce Interactive Voice Response Call flow 40

Enghouse Interactive

SEPTEMBER 3, 2021

Increases productivity by improving call flows. Increases Operational Agility. Easily engage with appropriately skilled resources wherever they may be.

contact center solutions 66

contact center solutions Contact Center Call flow Enterprise 66

Enghouse Interactive

FEBRUARY 9, 2021

of successful organizations surveyed are using, or are planning to use, AI technologies as part of their 2021 CX initiatives. AI will become more prevalent in 2021. These areas provide increased flexibility and ‘voice of the customer’ related insight, they can also deliver significant competitive advantages. planned, 46.5%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66