Talkdesk

JANUARY 16, 2020

Proper call flows are the foundation of an efficient contact center. If calls are not properly routed to the appropriate agent or department, the entire system breaks down. Optimal call routing, also known as call flow, is a game-changing component that can function as avalanche mitigation in a call center.

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Call flow Contact Center Customer Experience Interactive Voice Response 65

Spearline

JULY 5, 2022

With IVR systems in place, it can be hard to know if your customers are experiencing these problems. However, with the use of Spearline’s IVR Tester, individuals may map a full IVR system automatically. This blog outlines Spearline’s IVR testing solutions. A solution built for the IVR Testing applications.

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Interactive Voice Response Call flow Contact Center Technology 98

The Northridge Group

MARCH 28, 2022

The benefits of data insights for healthcare contact centers are plentiful and therefore worthy of further exploration. Human assisted” analytics – Our healthcare-trained contact center experts listened to customer calls and reviewed chat sessions. To learn more, contact us.

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Healthcare Analytics Contact Center First call resolution 128

ProProfs Blog

DECEMBER 22, 2020

This trend of call centers for chat support shifted to contact centers for chat support when internet usage became quite popular. Contrary to expectations, businesses had to adjust their process according to the advent of the internet and accommodate emails along with primary call support. That’s not all.

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Contact Center Call Center Feedback Wait times 130

NobelBiz

FEBRUARY 7, 2022

An IVR, or Interactive Voice Response, is a system that interacts with inbound and outbound calls for a business by using voice prompts or text-to-speech with various pre-recorded alternatives. In broader terms, customers can interact with their favorite brands using this technology.

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Interactive Voice Response Contact Center contact center solutions Feedback 52

Hodusoft

FEBRUARY 16, 2022

How to Find Best Hybrid workforce Contact Center Software in 2022. Contact centers and several other industries’ survival through the first few months of COVID-19 meant swift operational reboots primarily through work from home transitions. Role of contact center software in managing a ‘hybrid workforce’.

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Contact center software Contact Center contact center solutions CRM 98

ConvergeOne

JULY 19, 2022

“Why should I replace my IVR with an IVA?” Interactive Voice Response (IVR). IVR stands for Interactive Voice Response. The “voice” part means the interaction is initiated with, and anchored by, telephone calls. IVR vs. IVA.

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Interactive Voice Response Call flow Self service Best practices 70

NobelBiz

JANUARY 30, 2024

Inevitably, call center blockage significantly impacts customer experience. Addressing the issue of call blockage in contact centers is essential for maintaining service quality and operational efficiency. This challenge, often arises during peak periods or due to technological shortcomings.

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Call Center Interactive Voice Response Telecommunications Contact Center 103

JustCall

MARCH 10, 2023

In an ideal contact center, all calls directly reach their destinations, and all agents handle every call perfectly. Customers do not have to wait in queues or be put on hold, and issues get resolved in the very first call. Here’s everything you need to know about call flows. What is Call Flow?

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Call flow Contact Center Interactive Voice Response Scripts 40

JustCall

DECEMBER 21, 2022

One of the most useful systems to have at a call center is the IVR number. In this blog, we will discuss what an IVR number is, common IVR features and benefits, and how it helps in a call center. What is an IVR Number? Callers can respond through voice or their phone keyboard.

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Interactive Voice Response Call Center Self service Contact Center 52

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.

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Interactive Voice Response Customer centricity Contact Center Abandon Call 52

Spearline

SEPTEMBER 9, 2022

At Spearline, we recognize that Interactive Voice Response, or IVR systems are an important point of contact between you and your customers and carry the weight of your brand message. Let’s take a look at just how our testing and monitoring tools can shore up your IVR system integrity.

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Interactive Voice Response Call flow industry standards Wait times 52

NobelBiz

FEBRUARY 27, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. RELATED ARTICLE What is IVR?

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Best practices Call Center Interactive Voice Response First call resolution 104

Talkdesk

MAY 29, 2020

At Talkdesk®, we’re serious about moving contact centers to the cloud, keeping the business running at any time and ensuring that no customer is left without an answer when they need help. Talkdesk Studio — an intuitive Interactive Voice Response (IVR) and routing designer — provided added operational agility.

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Interactive Voice Response Call flow Self service Contact Center 71

JustCall

MARCH 7, 2023

Efficiency and agility – these are the top two features to look out for in a modern contact center solution, which requires robust contact center architecture. Here’s when hosted contact centers come into play. What is a Hosted Contact Center?

Contact Center 52

Contact Center Interactive Voice Response Contact center software contact center solutions 52

Spearline

SEPTEMBER 28, 2022

Interactive voice response, or IVR, is an automated enterprise telephony system that uses pre-recorded messages and/or text-to-speech technology to interact with a combination of voice telephone inputs and touch-tone keypad selection. Error Reduction IVR systems can eliminate the potential for human error.

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Interactive Voice Response Abandon rate Call flow industry standards 52

AWS Machine Learning

SEPTEMBER 29, 2022

The rise of artificial intelligence technologies enables organizations to adopt and improve self-service capabilities in contact center operations to create a more proactive, timely, and effective customer experience. As a result, customers benefit from reduced wait time and faster call resolution time, especially during peak hours.

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Virtual Agent Call flow Interactive Voice Response Contact Center 67

3CLogic

APRIL 17, 2023

With so many customers opting to call for support, it’s vital for companies to have a solid system in place to handle high call volumes and provide a top-notch customer experience — this is where IVR comes in. Interactive Voice Response (IVR) is an essential tool for CX leaders and service departments.

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Interactive Voice Response Self service CRM Contact Center 52

VirtualPBX

OCTOBER 30, 2024

Supporting Community Health with VirtualPBX Contact Center Solutions At VirtualPBX, we’re proud to support the impactful work done by organizations like The Center For Long Covid Research, which recently implemented our Contact Center solution to enhance its call center capabilities.

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Contact Center contact center solutions Call flow CRM 59

JustCall

MARCH 23, 2023

Interactive Voice Response, or IVR, is necessary for every contact center. The IVR is configured to lead the user to a self-help guide that answers their query, a human agent who can solve their problem, or a pre-recorded voice message. In this article, we look at the ten best IVR solutions.

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Interactive Voice Response call center solutions CRM Contact Center 52

ChaseData

OCTOBER 30, 2019

Most modern call centers rely at least partially on an IVR system. The IVR - or interactive voice response - system is an integral part of modern customer service. Could your IVR system be doing more harm than good for your contact center?

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Interactive Voice Response Call flow Self service Call Center 40

Contact Center Pipeline

AUGUST 24, 2016

You barely started reading this article, and you are already forming an opinion about it. Most importantly, you are deciding whether or not it is worth your time to continue. In a few short sentences, I know that I have to capture your interest and make you feel this with be worth your time investment. […].

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Contact Center Call flow Interactive Voice Response Call Center 100

Hodusoft

JULY 19, 2023

Best practices for using inbound call center software Future of inbound call center software What is Inbound Call Center Software? Inbound call center software refers to a suite of tools and technologies used to manage and handle incoming customer calls within a contact center environment.

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call center software Call Center Interactive Voice Response Average Handle Time 98

EPIC Connections

FEBRUARY 19, 2019

This has kept the top three concerns of contact center executives fairly consistent over time. Each contact center has a variety of objectives they must achieve, from increasing the satisfaction of existing customers and improving the customer experience, to increasing efficiency and reducing operating costs.

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Contact Center Call flow Interactive Voice Response Self service 54

Babelforce

MARCH 31, 2020

I think we’re all more aware of the vulnerabilities contact centers have when demand suddenly spikes. Let’s talk about why it’s time to upgrade your IVR to a VoiceBot. Why do we like IVR VoiceBots? Why do we like IVR VoiceBots? 3 reasons people dislike IVR (that you’ll solve with a VoiceBot).

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Interactive Voice Response Telecommunications Call flow APIs 52

Spearline

FEBRUARY 15, 2023

Interactive Voice Response (IVR) technology is a widely used, highly effective means of automating customer contact services. IVRs have one major flaw though, people don’t like them! The problem, as we see it, is not the IVR technology itself but its implementation. It’s inevitable.

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Interactive Voice Response Call flow Customer centricity Technology 52

3CLogic

AUGUST 18, 2020

Whether an enterprise is simply in need of basic functionality or is ready to take the leap to a fully hosted cloud contact center platform, here are a few deployment options to consider: Connector. However, enterprises continue to remain dependent on their existing call center platform (IVR, queue management, reporting, etc.)

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call center solutions Call Center Cloud contact CRM 96

NobelBiz

FEBRUARY 14, 2023

Dead air time refers to the period of inactivity during customer interaction in a contact center; the time between when an agent finishes speaking and when the customer begins speaking or vice versa. Dead airtime can negatively impact the customer experience and make the interaction feel awkward or uncomfortable.

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Contact Center Call flow Scripts Interactive Voice Response 52

NobelBiz

MARCH 1, 2021

Today, not only is this centralization no longer necessary but also the implementation of cloud contact center solutions is becoming more prevalent and accessible to all call centers wishing to develop remote work. Hence the question, what are the advantages of Cloud Contact Center Solutions?

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contact center solutions Cloud contact Contact Center Interactive Voice Response 52

JustCall

FEBRUARY 3, 2021

Recording agents' conversations is an essential practice in call center quality monitoring and management. Managers can visit the call recordings any time on the cloud. These call recordings help them to assess whether agents are complying with the prescribed call flows, rules, and rapport building with the prospects.

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Analytics Interactive Voice Response call center software Call Center 98

3CLogic

APRIL 20, 2021

The numbers don’t lie: today’s contact centers are expected to resolve issues fast. 80% of calls, according to data from Cloudtalk, are expected to be answered within 20-30 seconds and the average call duration is four minutes. The question is no longer should I adopt voice self-service for my contact center?

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Self service Interactive Voice Response Call flow Contact Center 52

Upstream Works

SEPTEMBER 5, 2019

The most obvious example of a channel would be Voice, or calls placed to a call center or contact center to be answered by the next available agent, courtesy of call center software. Other channels might include Email, or Web Chat. So how does this differ from “omnichannel”?

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Contact Center Technology Contact center software call center software 60

Hodusoft

JULY 12, 2021

How Work from Home Contact Center Software Can Solve Remote Work Challenges? What has not changed, however, is reaching for our phones to call customer service contact center agents, for a myriad of issues. In fact, throughout the pandemic period, contact centers witnessed long waits.

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Contact center software Contact Center Interactive Voice Response Cloud contact 52

Spearline

APRIL 3, 2023

Contact centers typically aim to handle as many calls as possible and resolve customer issues quickly while maintaining high customer experience (CX) standards. Technical issues – These can include problems with the telephony system, call routing, and other technology that supports your contact center.

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Contact Center Interactive Voice Response outsourcing Benchmark 52

Uniphore

AUGUST 12, 2021

Today’s most popular assistants offer a multimodal experience — the ability to interact on multiple channels — and are a major leap from the voice-only assistants that dominated the market just a few years ago. Unsurprisingly, sales of these multimodal assistants grew 30% in 2020, while voice-only assistants saw a 3% decline.

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Best practices Virtual Agent Scripts Call flow 98

Hodusoft

JULY 16, 2021

Call Center and Contact Center Software Difference Complete Guide. What is the difference between call and contact center software? Companies make customer interactions through two essential ways– call and contact centers. Let us delve deeper and understand.

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Contact center software Contact Center Call Center Interactive Voice Response 52

SmartAction

NOVEMBER 8, 2023

Truly intelligent virtual voice assistants with a human-centric design that delights rather than displeases, with artificial intelligence (AI) that improves CSAT , decreases wait time, and lowers costs. When designing your call flow, there are some essential things to keep in mind to provide an optimized experience.

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