DMG Consulting

JUNE 27, 2022

Making the Case for an Intelligent Virtual Agent. The challenge is that many companies successfully using interactive voice response (IVR) solutions to displace a large percentage of contact center calls don’t yet appreciate the greater potential value of intelligent virtual agents (IVAs).

Virtual Agent 48

Virtual Agent Interactive Voice Response Self service Average Handle Time 48

UJET

NOVEMBER 3, 2020

Predictive Routing Connects Customers to the Right Agent Faster. Without AI, customers often spend extra time navigating generic IVR (interactive voice response) menus. And when they aren’t connected to the right agent the first time, your agents have to spend valuable time redirecting calls.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82

Calltools

JUNE 24, 2020

AI Integrates With IVRs Call centers have relied on Interactive Voice Response (IVR) software for years. The software became a key call center tool because it helps route incoming calls to agents who have the right skills to solve the customers’ problems.

Call Center 52

Call Center Interactive Voice Response Virtual Agent Chatbots 52

UJET

NOVEMBER 3, 2020

Predictive Routing Connects Customers to the Right Agent Faster. Without AI, customers often spend extra time navigating generic IVR (interactive voice response) menus. And when they aren’t connected to the right agent the first time, your agents have to spend valuable time redirecting calls.

Customer Service 72

Customer Service Virtual Agent Interactive Voice Response Gamification 72

Global Response

AUGUST 7, 2023

Giving your agents autonomy to make decisions based on the unique customer situation also allows you to deliver more effective, personalized and memorable customer service. On the other hand, the right kinds of software can empower agents to do their jobs well and effectively.

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

Pointillist

SEPTEMBER 28, 2021

Your customers expect agents to understand their unique context, including: Why they contacted your organization The goal they are trying to achieve The steps they have already taken prior to contacting an agent. Without it, you risk frustrating them with interactions that require lots of effort, long hold times and costly escalations.

Contact Center 40

Contact Center Self service Metrics Analytics 40

JustCall

JANUARY 18, 2023

Develop a script or guideline : Create a script or guideline for handling inbound calls that outlines the steps to follow and the information to provide. This can help ensure that all calls are handled consistently and efficiently. How to Effectively Use Inbound Call Scripts? Conclusion.

outsourcing 52

outsourcing Scripts Call Center Interactive Voice Response 52