SmartAction

NOVEMBER 15, 2023

AI-Powered Voice Self-Service AI-powered voice self-service is revolutionizing the way customers seek help. Instead of waiting on hold or navigating through complex IVR menus, customers can now initiate support requests using their voice. Key Trends in Customer Self-Service 1.

Self service 97

Self service Virtual Agent Chatbots Analytics 97

TRUSTID

MARCH 1, 2018

Today’s social engineers are smart, sophisticated and highly innovative. While this type of phone fraud isn’t new, it does show how innovative social engineers can be when it comes to leveraging existing technology such as Caller ID spoofing tools to defraud banks and businesses. Take “Yes” phone scams, for example.

Engineering 50

Engineering Banking Interactive Voice Response Contact Center 50

TRUSTID

MARCH 1, 2018

Today’s social engineers are smart, sophisticated and highly innovative. While this type of phone fraud isn’t new, it does show how innovative social engineers can be when it comes to leveraging existing technology such as Caller ID spoofing tools to defraud banks and businesses. Take “Yes” phone scams, for example.

Engineering 48

Engineering Banking Interactive Voice Response Contact Center 48

Hodusoft

MARCH 30, 2023

Advanced features It isn’t surprising that sophisticated inbound call center software is equipped with many advanced features such as: Interactive Voice Response : This feature provides self-service options to callers so that they can save time with readily available solutions. That’s where you need to search.

call center software 52

call center software Call Center Customer Service Interactive Voice Response 52

pindrop

FEBRUARY 16, 2018

Pindrop® Labs found only 48% of customers called their banks during an eight-month period, and only 25-50% of the calls exited to the agent (range dependent upon IVR quality). Voiceprints taken at the first call to the bank would be significantly different after an eight-month duration of no calls.

Call Center 64

Call Center Banking Interactive Voice Response Engineering 64

pindrop

APRIL 30, 2020

Pindrop , an enterprise voice security company, works with eight of the top 10 banks, three of the top five brokerages, and five of the top seven life insurers. Phishing scams that would evolve into fraudulent activity across banking, financial services, insurance and other verticals.

Contact Center 75

Contact Center Banking Government At home agents 75

SharpenCX

FEBRUARY 17, 2021

Your customer’s first touchpoint with your brand often isn’t with an agent, it’s with your IVR. So when seeking out a phone system to fit your customer needs, make sure an intuitive IVR is on the list. Think through what’s important to your customers when you route their interactions to decide what routing engine makes the most sense.

Call Center 67

Call Center Coaching Call flow Interactive Voice Response 67

pindrop

OCTOBER 15, 2019

While this is important to measure, companies such as US Bank, shifted their thinking to beyond just the immediate impact, but started thinking more broadly about frauds impact. Connecting these different systems together and trying to make customer interaction simplified often brought the “sins of the past” of aging technology forward.

Interactive Voice Response 40

Interactive Voice Response Banking Enterprise Best practices 40

Aspect

DECEMBER 27, 2017

RFPs for chatbots have arisen in verticals as diverse as banking, government, healthcare, and retail. Academia responds with an effort to move from STEM to STEAM (advocating the addition of arts to the field of Science, Technology, Engineering, and Math.) – a move that is overdue in my mind.

Chatbots 116

Chatbots Contact Center Interactive Voice Response Enterprise 116

NobelBiz

AUGUST 22, 2023

The NobelBiz Voice Carrier Network is purpose-built to accommodate high-volume calls essential for contact centers. Engineered for impeccable voice quality and unswerving call reliability, it streamlines operations without requiring extra infrastructure. This predictability is invaluable for budgeting and financial forecasting.

voip 98

voip Telecommunications Contact Center Contact center software 98

CSM Magazine

JANUARY 20, 2022

Through automated end-to-end testing and assurance solutions that mimic real-world customer experience, Hammer ensures its clients deliver high quality communications across voice, IVR and digital channels. Every day, more than 15% of the Fortune 500 use Hammer to improve the customer experience for billions of interactions.

Contact Center 10

Contact Center Interactive Voice Response Healthcare Multichannel 10

Uniphore

JULY 21, 2021

Search Engine Optimization While improving the agent experience is paramount to customer service success, it’s not the only area to focus on. Gartner estimates that 85% of interaction will start with self service solutions , more than 30% higher than in 2019. Ensuring customers can find your online self service tools is essential.

Best practices 52

Best practices Customer Service Management Contact Center 52

Callminer

FEBRUARY 21, 2018

He is an Information technology enthusiast and petroleum engineer by discipline from Nigeria with a desire to make it work. So, this is a great question to ask when comparing call center monitoring software. Peter Abah. Peter Abah is the Head of Customer Support at Hotels.ng. Peter currently works at Hotels.ng

call center software 210

call center software Call Center Contact Center Analytics 210

pindrop

JULY 6, 2021

From email to bank logins, many companies have employed tools like two-factor verification to make their services more secure. Passive authentication methods also help increase self-service options in the IVR. It’s a simple process, and the APIs are leveraged across both the agent leg and the IVR leg of the call.

Contact Center 70

Contact Center Average Handle Time APIs Best practices 70

pindrop

JULY 15, 2020

Contact center IVR anti-fraud solutions are employed to reduce costs surrounding fraud targeted at your contact center. On this page, you will find a comprehensive toolkit complete with IVR anti-fraud resources you can use to protect your consumer’s data inside and outside of the contact center. What Is IVR Fraud?

Interactive Voice Response 52

Interactive Voice Response Contact Center Engineering Accountability 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. Jeff Toister.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Stratifyd

MARCH 19, 2019

In Part I of this series, we introduced Stratifyd’s Lead QA Engineer, Clay Raynor, and touched on our commitment to high quality standards. If a customer downloads a mobile banking app, they expect to deposit a check, transfer funds, or pay a bill seamlessly. What is QA? The moral of the story is: QA = happy customers.

Interactive Voice Response 9

Interactive Voice Response Morale Banking Engineering 9

UJET

MARCH 22, 2021

The IVR isn’t a topic that gets enough coverage. Meanwhile, your IVR can be one of the biggest drivers of good vs bad CX. And the IVR is at the heart of that journey. We have to expand on the traditional definition of what an IVR does and where it’s used. Modernizing Your IVR. The list goes on.

Interactive Voice Response 82

Interactive Voice Response Virtual Agent Contact Center Self service 82

JustCall

APRIL 5, 2023

Multi-level IVR present for Premium plans and above IVR is available Not Available Available AI-Agent trainer is available with Premium and Custom plans Offers AI-Agent trainer Offers call transfer features Call transfer feature is available Offers call queue features Call queue is available Call tagging is available.

Interactive Voice Response 52

Interactive Voice Response Virtual Agent Multichannel voip 52

ShepHyken

JANUARY 14, 2022

This week we feature an article by Todd Zerbe Senior Vice President of Engineering at Avaya. If you’re a bank doing an outbound campaign, that makes it extremely difficult to get in touch with one of your customers – let alone authentically connect with them. Todd Zerbe is Senior Vice President of Engineering at Avaya.

Banking 173

Banking Engineering Upselling Interactive Voice Response 173

NobelBiz

FEBRUARY 22, 2022

Fraudulent phone calls are one of the most prevalent ways for social engineers to gain and misuse sensitive company information. Interactive Voice Response (IVR) IVR or interactive Voice servers are ideal for contact centers since they are able to manage and support a large volume of calls.

voip 52

voip Contact Center Interactive Voice Response Telecommunications 52

CSM Magazine

SEPTEMBER 28, 2021

While traditional IVR vendors “bolt on” an AI automation layer on top of legacy IVR systems, Kore.ai SmartAssist uses AI-native technology from the ground up using the company’s unmatched [ML]+2 Natural Language Understanding (NLU) engines. The top four banks, top three healthcare businesses in the U.S.,

Contact Center 52

Contact Center Average Handle Time Interactive Voice Response Wait times 52

Hodusoft

JULY 26, 2023

Ameyo Alternative: A Comparison of the Best Contact Center Software If you type “ best contact center software for small businesses ” or “most affordable contact center software” or “top 10 contact center software” and type enter, you will get about a dozen of websites on the first page of the search engine results page.

Contact center software 52

Contact center software Contact Center Interactive Voice Response Transportation 52

NobelBiz

AUGUST 11, 2022

Key information (activity, location, prior purchases, outstanding bank balances, and so on) is displayed at a glance to handle any customer concerns as fast as possible and to further enhance and personalize the customer experience. This greatly simplifies client satisfaction. Each service provider offers a unique set of features.

contact center solutions 52

contact center solutions Contact Center Interactive Voice Response Cloud contact 52

Enghouse Interactive

OCTOBER 12, 2021

Enhance internal communications, provide front-line staff with instantaneous access to SME’s, decision-makers, back-office staff, support teams, engineers so that the right people can be quickly contacted to help resolve customer issues. Empower staff to go beyond the “norm”.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

Tenfold - Contact Center Blog

DECEMBER 28, 2017

An Automatic Call Distributor (ACD) typically works with Computer Telephony Integration (CTI) systems and Interactive Voice Response (IVR) to intelligently route incoming calls to the most appropriate agent. This seemingly small reduction in call time ensures greater efficiency by reducing the workload.

call center workforce 54

call center workforce Call Center Technology Management 54

Pointillist

JULY 5, 2019

In fact, the customer feedback management (CFM) solutions employed by most enterprises to manage their voice of the customer programs are survey engines at their core. These systems have long focused on helping VoC teams gather and report on post-interaction surveys.

Analytics 45

Analytics Feedback Surveys Enterprise 45

JustCall

APRIL 5, 2022

Automated attendants, or interactive voice response (IVR), answer all of your inbound calls and transfer them to the correct department or extension without the need for a live receptionist. Thanks to such innovative features, VoIP manages incoming calls efficiently, decreasing response time. Automated attendants.

voip 40

voip Interactive Voice Response Analytics Sales 40

SharpenCX

MARCH 24, 2020

According to Gallup’s Re-Engineering Performance Management research, measurement is a positive pillar for developing employees. Find ways to improve your customer journey — whether through automation, smoother omnichannel support, or a better IVR. It doesn’t matter if they’re calling their bank, cable company, or service desk.

industry standards 52

industry standards Metrics Call Center Wait times 52

Nicereply

JULY 18, 2022

You can improve your customer experience without breaking the bank. Tools like chatbots and IVRs (phone routing systems) can be a great way to reduce customer effort, but they can also create major frustration. Collaborate with your Product and Engineering teams. Engineering is critical building a better customer experience.

Customer effort 52

Customer effort Chatbots Engineering Interactive Voice Response 52