Balto

AUGUST 3, 2022

We asked respondents to rank how often they use the following tools today, and how they expect them to be used ten years from now: Voice (phone) assistance IVR (Interactive Voice Response) assistance Online chat bot Live chat with a human Self-service knowledge base Discussion forums Social media Email Text Mobile app.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

SharpenCX

JANUARY 28, 2020

Perhaps your customers could benefit from more self-service tools and a better IVR to answer their basic questions. Use your wish list as a starting point and work with your finance team to understand budget limitations. What channels are your customers using? What knowledge do you need from them and where will it be stored safely?

Call Center 69

Call Center call center software Abandon rate Contact Center 69

COPC

SEPTEMBER 3, 2019

re-establishment of industry standards.”. Before implementing our new AI-supported voice interaction system into our service operations, we looked at what solutions were available through existing technologies. “… the technology revolution (e.g., Ding Yi (Allen), Director of Customer Service.

industry standards 40

industry standards Enterprise Technology Self service 40

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.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334