Interactive Voice Response – What it is, What it does, Where it’s going

inContact

Interactive voice response (IVR) has been a staple of customer service for many years. Together with its “big brother”, the voice portal, IVRs have been part of contact center solutions for decades, and there is no reason to believe that they will go away any time soon. In case you wondered: IVR and voice portal are similar, but not the same. Offload Routine Interactions.

Improving your Interactive Voice Response, one subtask at a time

inContact

As diligent managers and engineers of the Interactive Voice Response (IVR), we have a critical role in identifying and handling the tasks and subtasks that comprise the IVR. I want to share three keys for improving Interactive Voice Response for effectiveness.

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How the Phone Is Answered Is an Important First Impression

ShepHyken

To begin, there are two main ways the phone call could be answered: live or by an Interactive Voice Response system, also known as IVR. The voice mails were what you would expect: the executive leaving a friendly and direct message.

The Score: Good Customer Service 1 Technology 0

Aspect

Customer Care Customer Experience Customer Service Uncategorized customer service finance customer service financial customer service interactive voice response IVRDon’t you hate it when you have an urgent customer service matter that requires live assistance?

How The General Meets the Needs of Their Customers Using Aspect CXP

Aspect

True to their jingle, The General found the overwhelming majority of their customers prefer to interact with them via their website. English/US Innovations/Technology IVR Self-Service case study CXP interactive voice response The General

AI: On the Right Path but Not Yet Real

DMG

Imagine a voice self-service solution, also known as an interactive voice response system (IVR) that self-corrects when it realizes customers are dropping out at a certain point in the script (application). Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter.

IVR Optimization Improves Service and Reduces Costs

DMG

In many customer service contact centers, the interactive voice response (IVR) system handles approximately 55 to 95 percent of the calls, depending on the vertical and the effectiveness of the system. DMG research shows that both baby boomers and millennials prefer to use self-service solutions to resolve an issue, but they will interact with a live representative when the automated tools are not successful.

Your Customers Deserve a Better IVR (whitepaper)

DMG

DMG research has shown that both Baby Boomers and Millennials prefer to use self-service solutions to solve an issue, but will interact with a live person when the automated tools are not successful. Your Customers Deserve a Better IVR (whitepaper). 2/12/2017. By Donna Fluss. Introduction. This indicates the great potential for self-service solutions – companies can impove their customer experience (CX) by enhancing their IVR.

IVR Optimization Improves Service and Reduces Costs

DMG

In many customer service contact centers, the interactive voice response (IVR) system handles approximately 55 to 95 percent of the calls, depending on the vertical and the effectiveness of the system. DMG research shows that both baby boomers and millennials prefer to use self-service solutions to resolve an issue, but they will interact with a live representative when the automated tools are not successful.

The 3 Contact Center Applications That Pay for Themselves

DMG

DMG defines IVAs as specialized technology that uses artificial intelligence, machine learning, advanced speech technologies, and free dialogue understanding to simulate live cognitive assistance for voice, text, or digital interactions via a digital persona. IVAs are self-learning; their intelligence is continually evolving based on data inputs from each new interaction. The acquired knowledge is assimilated and leveraged in future interactions. Voice Biometrics.

How Modern Family Shows the Value of Modern IVR

Aspect

One of the episodes from season 2, titled Unplugged, originally aired in 2010 but its plot is still extremely relevant when it comes to consumer engagement and interactive voice response (IVR). Her interaction with the IVR goes like this: Orlando.

The Role of Digital in Customer Experience, by Sandeep Kuvvarapu

ijgolding

In the era of voice support, touch points between the customer and business became limited and the area of influence was very little. This has also changed the way customers interact and search for product information. Over the past few years interaction channels have grown rapidly.

I feel the need, the need for speech (analytics)

Aspect

Advances in cloud-based, automated, omni-channel self-service technology capabilities mean that great customer experiences can now be delivered for less, while boosting customer satisfaction and diverting expensive agent-assisted voice calls away.

Reality Check: Will Customer Journey Analytics Be the Next CRM?

DMG

DMG Consulting defines CJA as both a strategy and an application; it captures, measures, analyzes, and evaluates the quality and outcome of the customer experience throughout all interactions for all customer-facing touch points, channels, and activities. This includes branch/storefront, back office, in-person sales, website, social media, and contact center activities (including interactive voice response, web self-service, live agent, text, and chat).

CRM 25

Five Ways to Humanize Customer Service

Toister Performance Solutions

We shop online without ever interacting with a person. Try to call and an interactive voice response system will do its best to dissuade you from talking to someone. Even when you do interact with a live person, it doesn't always feel that way.

Are voice recognition and voice biometrics the same thing?

DMG

Question: Are voice recognition and voice biometrics the same thing? Answer: Simply put, voice recognition identifies what words are being spoken by an individual, while voice biometrics identifies the person saying those words. Voice recognition, also known as speech recognition or speech-to-text technology, identifies spoken words and phrases and converts them into text-based content that can be read, understood and utilized by machines.

How to measure a call center’s quality

Ansafone

By tracking self-service usage, you can determine the effectiveness of your interactive voice response system (IVR), an important metric considering that Gartner predicts that by 2020 customers will manage 85 percent of their relationship with a company without human interaction. Are You Measuring these Top Contact Center KPI’s?

Sell the Value of Data Insights to the C-Suite

inContact

Each customer interaction is a potential treasure trove of information that, when properly analyzed and disseminated, will enable your contact center to make the leap from a “cost center” to a revenue contributor. A comprehensive Workforce Optimization (WFO) solution is no longer a luxury.

Summer Travel Underscores Need for Airlines to Overhaul Customer Service

Aspect

When it comes to customer service departments, few industries underwhelm on an annual basis quite like the airline industry. This isn’t just about leg room, and it isn’t even about being forcibly dragged off a plane.

When Bad Systems Happen to Good People

Customers That Stick

I was greeted by an Interactive Voice Response (IVR) system — nothing wrong with that, at first — but the IVR only gave me two choices: book the appointment using the phone keypad or book online.

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report

DMG

Employees will benefit from a more enjoyable work experience, and customers will appreciate interacting with a highly motivated and engaged workforce that is committed to service excellence.”. DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. 5/10/2017. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Report: Companies Have the Tech to Ease Phone Pain

Toister Performance Solutions

Three things in particular make the call miserable: The first is Interactive Voice Response (IVR) systems that try to deflect calls by repeatedly offering self-service. Calling customer service is a pain. Most of us don't want to call customer service.

The IVR of the Future Uses Artificial Intelligence

Bright Pattern

Many businesses use Interactive Voice Response (IVR) technology to automate frequently performed phone transactions via pre-recorded voice prompts and dual-tone multi-frequency (DTMF) tones of the phone keypad (i.e., IVR is Here to Stay. Maximizing customer satisfaction at minimum cost is the top goal for any business offering customer service.

Four Top Trends for Contact Centers

Taylor Reach Group

Interactive Voice Response systems (IVRs) leveraging algorithms to anticipate why a customer is contacting us have been around for more than 5 years. Telephone banking was one of the first self-serve interactions that most of us experienced. By: Colin Taylor. .

The Omni-Channel Agent Experience

DMG

In this age of digital transformation, customers and prospects must be able to easily access an enterprise from any channel – phone, self-service (websites, interactive voice response (IVR) systems, intelligent virtual agents (IVAs)), email, chat, co-browse, SMS, social media and video. Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter.

Up the Ante with Your On-Hold System to Win Over Customers

Win the Customer

Appeal to your audience’s desire to feel special and understood by using a technologically-advanced, interactive voice response phone system like those sold by Aspect.

DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report

DMG

DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report. 11/1/2017. WFO market is contracting; future is in the cloud. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Workforce Optimization Mid-Year Market Share Report. When: Today, 1 November 2017. Where: Available at the DMG Consulting online store.

Getting Started With Advanced Call Center Management and Metrics

Win the Customer

Organizations, however, often struggle being able to make those interactions and conversations happen easily and efficiently without the right set of tools readily available. If you don’t have this level of detail in your call center interactions, it’s time for a change.

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report

DMG

The Report features 12 leading and contending vendors and solutions: 8×8, BroadSoft (who agreed to be acquired by Cisco), Content Guru, eLoyalty, Enghouse Interactive, Five9, Genesys, NewVoiceMedia, NICE inContact, Serenova, Sharpen and Twilio. DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. 11/30/2017. Poised for rapid growth and success, untapped revenue potential in the tens of billions.

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report

DMG

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. 8/22/2017. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. When: Today, 22 August 2017. Where: Available at the DMG Consulting online store.

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

DMG

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. 8/22/2017. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. When: Today, 22 August 2017. Where: Available at the DMG Consulting online store.

5 Ways to Optimize the IVR Experience

VocalCom

When brands optimize their websites and apps through tools such as one-click checkout, quick access to frequently asked questions, and video tutorials, customers obtain the support they need without any human interaction. However, when it becomes necessary to speak to an agent or access personal information quickly, IVR, or interactive voice response, offers another automated option that ensures a quick connection to the most appropriate source.

DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report

DMG

dvsAnalytics, Enghouse, Envision, Genesys, HigherGround, inContact (pre-acquisition), Interactive Intelligence (pre-acquisition), Mitel, NICE, OnviSource, OpenText (new to the 2017 Report), TelStrat, TantaComm, Verint, VirtualLogger, Xarios, and ZOOM International. DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report. 6/7/2017.

Cloud Contact Center Solutions Improve Relationships between Business and IT

DMG

The purpose of this blog post is to debunk the myth that IT resources are not needed when contact center infrastructure solutions – automatic call distributors (ACDs), dialers, interactive voice response systems (IVRs)/intelligent virtual assistants (IVAs) –move to the cloud. The best contact centers are those that are highly responsive to unforeseen events, and can “roll with the punches.” Thank you for your interest in DMG Consulting’s publications.

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report

DMG

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. 3/21/2017. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Contact Center Workforce Management Product and Market Report. When: Today, 21 March 2017. Where: Available at the DMG Consulting online store.

DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report

DMG

An even greater opportunity exists for vendors to deliver solutions that are cloud-based and address both speech and text interactions. DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report. 10/18/2017. Mature sector with substantial opportunity. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 12th annual Speech Analytics Product and Market Report.

The AI Revolution: What’s Real and What’s Not

DMG

Imagine a voice self-service solution (also known as an interactive voice response system, IVR) that self-corrects when it realizes that customers are dropping out at a certain point in the script (application). The AI Revolution: What’s Real and What’s Not . It’s hard to find a product today that doesn’t claim to use machine learning to provide artificial intelligence (AI). The funny thing is that the marketing has changed while most of the products have not.

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

DMG

Designed to emulate human conversations and interactions, IVAs can provide assistance for a growing number of enterprise and contact center activities that previously required the attention of live agents. The market desperately needs new self-service technology that is more accurate, personalized and responsive to customers’ needs,” said Donna Fluss, President of DMG Consulting. DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. 7/19/2017.

Best Practice Number One: Start Your Self-Service Transformation Project with the Right Approach

inContact

The majority of contact centers have some sort of interactive voice response (IVR) platform in place that typically only serves to route calls.