CSM Magazine

APRIL 25, 2023

Now in its 20 th year ContactBabel’s 2023 UK Contact Centre DMG highlighted the highest ever average speed to answer and call abandonment rates. As a self-service option, IVR provides 24/7 secure payment options and reduced costs in comparison to agents taking payments. Rob Crutchington is Director of Encoded.

Interactive Voice Response 52

Interactive Voice Response Abandon rate Self service Chatbots 52

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. billion in 2023 to USD 111.37 billion by 2033, growing at a compounded annual growth rate of 14.7%. That laid the foundation stone for UCaaS.

Contact center software 52

Contact center software Contact Center Interactive Voice Response Multichannel 52

Fonolo

JUNE 7, 2022

Fonolo’s Visual IVR is 100% customizable — you can tailor call-back times to your business hours and switch languages based on your customer base. Reduce abandonment rate by 30% for all agents by January 2023. Update technology and provide more communication channels with Fonolo’s Visual IVR.

Customer Service 81

Customer Service Abandon rate Call Center Interactive Voice Response 81

Fonolo

JUNE 7, 2022

Fonolo’s Visual IVR is 100% customizable — you can tailor call-back times to your business hours and switch languages based on your customer base. Reduce abandonment rate by 30% for all agents by January 2023. Update technology and provide more communication channels with Fonolo’s Visual IVR.

Customer Service 67

Customer Service Abandon rate Call Center Interactive Voice Response 67

Hodusoft

OCTOBER 19, 2023

from 2023 to 2028. By providing self-service options like IVR (Interactive Voice Response) systems, automated chatbots, virtual assistants, and others for routine inquiries, customer’s routine queries can be resolved efficiently without agent intervention. million in 2022 to US$34, 570.73

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

SharpenCX

JANUARY 6, 2021

Another 86% of consumers want to solve problems on their own with chatbots, videos, and even your IVR. ( With drag and drop tools for call routing, omnichannel IVRs and bots , some cloud vendors (ahem…. Some 28% of contact center leaders said too many interactions and too few agents is their number one challenge. Gartner ) .

Call Center 67

Call Center Coaching Abandon rate Contact Center 67

Global Response

DECEMBER 21, 2023

According to 2023 research, the BPO and customer service outsourcing market size is anticipated to reach $525 billion dollars in worth, expanding at a CAGR of 9.4% from 2023 to 2030. All of this contributes to why the customer service outsourcing industry is growing rapidly.

outsourcing 62

outsourcing Customer Service Metrics Best practices 62