JustCall

APRIL 3, 2024

Reports highlight that 83% of callers would avoid a company after a bad brush with the company’s IVR system. This blog unlocks the secrets of using IVR automation with JustCall to handle high call volume with ease and free up your agents for what matters most! JustCall’s team members’ analytics can help. Explore JustCall today.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

DMG Consulting

APRIL 13, 2022

Interaction Analytics: What’s Driving Adoption. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times. Interaction analytics is the only application that can provide this variety of information. By Donna Fluss. IA Facilitates Transition To The New Work World.

Analytics 48

Analytics Enterprise Contact Center Quality management 48

Lumoa

JUNE 23, 2021

Advanced Self-Service Tools According to studies, consumers are increasingly becoming self-reliant, preferring to use self-service channels such as live chat (42%) and chatbots (86%) rather than contacting customer support.

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

Pointillist

MARCH 20, 2020

Over the past few years, CX leaders have adopted customer journey analytics to connect the dots between customer behavior and the KPIs by which businesses are measured. So, how are leading enterprises using customer journey analytics in the real world? So, how are leading enterprises using customer journey analytics in the real world?

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

CSM Magazine

SEPTEMBER 30, 2022

Recognised leaders demonstrate how Calabrio Analytics delivers millions to revenues and the bottom line each year. The event celebrated companies charting the future of agent and customer engagement using Calabrio ONE through the annual Calabrio Analytics Competition and the ONE Awards.

Analytics 52

Analytics Coaching Interactive Voice Response Customer centricity 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. 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

JustCall

APRIL 9, 2024

External events: Events such as product launches, service outages, or industry developments may trigger a surge in calls. Maintaining a consistent service quality and providing quality solutions, even during peak periods, can have a huge impact on customer satisfaction. Self-service also enhances customer convenience.

Agent Empowerment 40

Agent Empowerment Self service Interactive Voice Response Call Center 40

Talkdesk

MARCH 17, 2020

In response to the COVID-19 pandemic, many global agencies have issued travel advisories or restrictions, large conferences and entertainment events have been canceled, and companies are beginning to ban business-related trips. IVR and routing customization for a smoother customer journey.

Contact Center 94

Contact Center Interactive Voice Response Entertainment Self service 94

Callminer

AUGUST 6, 2019

Computer Telephony Integration (CTI): Essentially, CTI is a software that brings together all communication channels (web-based, voice, email, etc.). Call Center Monitoring: All call analytics which can be tracked and measured are in call center monitoring software. Speech/text analytics. Social media.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Hodusoft

JANUARY 3, 2024

This improves the flexibility of workforce management and ensures business continuity, especially during unexpected events such as natural disasters or pandemics. IVR (Interactive Voice Response) / virtual attendant IVR system uses voice and touch-tone inputs to interact with caller.

Contact Center 59

Contact Center Contact center software Interactive Voice Response Wait times 59

3CLogic

MAY 26, 2022

Implementing customer experience management strategies involves a company-wide program to collect and analyze customer data using a combination of; CMX software, analytics, research, and data management systems. In Adobe’s study, senior executive respondents agreed the events during this time rewired customers to be digital-first.

Interactive Voice Response 52

Interactive Voice Response Customer Experience Management Journey mapping 52

SmartAction

MARCH 7, 2023

This integration will enable voice-enabled self service, a feature that customers are demanding, and the ability to handle complex voice interactions. Hundreds of thousands of voice and conversational transactions, or events, equates to millions upon millions of data points and bits of information.

Multichannel 85

Multichannel Virtual Agent Self service Accountability 85

3CLogic

JULY 30, 2019

This hybrid deployment puts the control of IVR workflows and the overall customer journey into the hands of those responsible for customer service outcomes, where it belongs. Easily identify bottlenecks , drop-offs, under-utilized options in call flows with analytics.

Call flow 68

Call flow Interactive Voice Response CRM Enterprise 68

Upstream Works

AUGUST 5, 2021

One reason for rising cloud adoption is the variety of strong use cases, including better agent engagement, smarter call routing, improved self-service options, richer management reporting, more personalized CX, and more. Scalable Operations On The Fly.

contact center solutions 78

contact center solutions Contact Center Journey mapping Call Center 78

Natalie Petouhof

AUGUST 15, 2022

It involves capturing not just what people tell us, but also how they’re interacting with our customer experience channels and how they feel doing this. Ideally, listening uses advanced analytics and artificial intelligence (AI) to uncover issues and opportunities. All of these support the Systems of Understanding and Predicting.

Customer Experience 52

Customer Experience Analytics Big data Surveys 52

Pointillist

SEPTEMBER 10, 2020

After getting lost in the interactive voice response (IVR) system, they go back to the website and try the chat feature. Process mining provides analysts and managers with an easy way to analyze event logs within enterprise transaction systems.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

JustCall

MARCH 14, 2023

Predictive Analytics Predictive analytics uses customer data to predict future behaviors and preferences. Chatbots can operate 24/7, improving response times and increasing customer satisfaction. Predictive Analytics AI can use customer data to make predictions about their behavior, needs, and preferences.

Customer Experience 52

Customer Experience Banking Chatbots Interactive Voice Response 52

Serenova

FEBRUARY 3, 2020

If you couldn’t join the Serenova-sponsored event, here are the changes Roy predicts will reshape how contact centers operate. AI-powered Interactive Voice Response (IVR), chatbots and real-time translation are examples of developing, customer-facing solutions that can improve the customer and agent experience.

Interactive Voice Response 40

Interactive Voice Response Self service Contact Center Analytics 40

DMG Consulting

APRIL 16, 2019

Social media depends heavily on real-time responses; omnichannel service requires companies to respond to a variety of media, such as chat, SMS, and video, in real time; and globalization has opened the door to worldwide resources and requires immediate responses for customers worldwide. ANALYTICS RECEIVES AN ENCORE.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Call Experts

JANUARY 27, 2022

Also, the development of 1-800 numbers and auto-attendance powered the IVR revolution. However, while IVR technology certainly wasn’t new by the 1990s, its use in the contact center was relatively uncommon. In addition, reactive customer service is scalable but not sustainable.

Contact Center 94

Contact Center Interactive Voice Response Call Center contact center solutions 94

3CLogic

JULY 30, 2019

This hybrid deployment puts the control of IVR workflows and the overall customer journey into the hands of those responsible for customer service outcomes, where it belongs. Easily identify bottlenecks, drop-offs, under-utilized options in call flows with analytics.

Call flow 45

Call flow Interactive Voice Response CRM Enterprise 45

ConvergeOne

APRIL 20, 2021

Usually, it starts over with identifying the problem, authenticating, hearing disclaimers, and having to choose their path through the IVR. They’ve beefed up self-service channels, helping customers navigate the systems themselves. They continue to look at the metrics as part of a continuous improvement program with analytics.

Customer Care 56

Customer Care Analytics Self service Contact Center 56

ConvergeOne

APRIL 20, 2021

Usually, it starts over with identifying the problem, authenticating, hearing disclaimers, and having to choose their path through the IVR. They’ve beefed up self-service channels, helping customers navigate the systems themselves. They continue to look at the metrics as part of a continuous improvement program with analytics.

Customer Care 40

Customer Care Analytics Self service Contact Center 40

Upstream Works

SEPTEMBER 5, 2019

Contextual Data, Integrations & Analytics. A dictionary will tell you that context means: “the circumstances that form the setting for an event, statement, or idea, and in terms of which it can be fully understood and assessed.” Self-service, Knowledge, AI & Bots. Let’s take a look at knowledge portals.

Contact Center 60

Contact Center Technology Contact center software Self service 60

Xaqt

APRIL 1, 2020

Many are facing service disruptions to their core business that is driving call volume to unprecedented levels. Companies in hospitality, events, tourist destinations, health care, or reservations that need to be cancelled are being battered right now. Get Started with an Intelligent IVR.

Call Center 52

Call Center Interactive Voice Response Contact Center Chatbots 52

Hodusoft

JANUARY 1, 2023

Multi-level IVR : The Interactive Voice Response (IVR) offers self-help features to customers and allows them to communicate with the right agents in the right department. Therefore, choose reliable software that can route the calls to another appropriate destination or agent in the event of an emergency.

call center software 52

call center software Call Center Multichannel Interactive Voice Response 52

Callminer

DECEMBER 17, 2019

Tools like speech analytics solutions help monitor QA, ensure compliance, and provide insights that aid in agent performance management , as well. “When asked what the most frustrating aspect of a customer service experience is, over a third of U.S. Sales Pursuits. Most consumers prefer real people over automated systems.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Enghouse Interactive

OCTOBER 13, 2020

But to achieve that objective and be transformative in their effectiveness, AI-platforms must broaden the range of information they gather while enhancing their analytical focus.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

Enghouse Interactive

OCTOBER 27, 2021

unfiltered) comments are typically offered during a specific event or situation. Specifically, the best results have been seen when using Conversational AI – which combines Natural Language Processing (NLP), Machine Learning (ML), and Text Analytics. Extend Your Customer Data Gathering Capabilities .

Upselling 83

Upselling Contact Center Analytics Surveys 83

OctopusTech

SEPTEMBER 9, 2023

Receive data-driven reports Call center providers always provide analytics and reports in detailed form to their clients. To manage all the inbound calls, the advanced call centers use artificial intelligence, automation features, and voice technologies to easily interact with the users in no time.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

Verint

MAY 1, 2018

Today Verint announces a line-up of conferences and digital events taking place in May that focus on digital and omnichannel customer service, GDPR compliance, automation and artificial intelligence, as well as the upcoming Engage TM global customer conference. CRMXchange Roundtable: Digital Customer Service—IVR, Chat, SMS and VA.

Chatbots 22

Chatbots Interactive Voice Response Self service Best practices 22

Vistio

JULY 11, 2022

I like to zero in on, in fact, I just spoke in Lisbon on, at an event with a focus on the metaverse. So your question is a really good one because it starts a whole conversation on the role of self-service and human beings and how they’re going to work together and hand off to each other as technology gets better and better.

Technology 52

Technology Self service Contact Center Analytics 52

AWS Machine Learning

JULY 29, 2022

In traditional contact centers, one solution for long hold times is enabling self-service options for customers using an Interactive Voice Response system (IVR). Traditional IVRs, however, typically follow a pre-determined sequence, without the ability to respond intelligently to customer requests.

Contact Center 100

Contact Center Interactive Voice Response Self service Accountability 100

Hodusoft

MARCH 22, 2024

About Enterprise Connect 2024 Organized by Informa Tech, a market leading provider of integrated research, media, training, and events to the global tech community, Enterprise Connect 2024 is an event for professionals seeking the latest in communication and CX solutions. HoduSoft’s Participation: What to Expect? With booth no.

Enterprise 52

Enterprise Interactive Voice Response Contact center software call center software 52

Callminer

AUGUST 1, 2017

Our solution, VIA Contact Centre, is actually an adapted form of Skype for Business that offers added benefits to the contact center like call recording, smart agent selection, and interactive voice response – the latter is particularly useful as it negates the need for switchboards entirely. Jessica Gagner. jessicagagner.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

DMG Consulting

JULY 16, 2019

Question: What’s the difference between customer journey mapping and customer journey analytics? Answer: Customer journey mapping provides enterprises with a visual representation of the touchpoints that prospects or customers traverse when interacting with their organization, from the first touch through the last.

Journey mapping 67

Journey mapping Analytics Interactive Voice Response Social media contact 67

Enghouse Interactive

APRIL 28, 2019

Operational areas that would benefit from automation: scheduling of Agents, secondary agent coverage for back-up, improved self-service ongoing coaching and support, interaction recording and agent evaluation (scoring), and customer satisfaction surveys.

Quality management 40

Quality management Management Scripts Call flow 40