Taylor Reach Group
MAY 11, 2018
Can it meet the channel requirements of inbound, outbound, email, chat, IVR etc.? Do you have an Interactive Voice Response (IVR) system? This post was published in 2012 and updated in 2018. Is it premise-based or hosted? Is it current or out of date? Is there an upgrade path or is the next step a forklift?
pindrop
SEPTEMBER 17, 2020
Your Fraud Solution Can’t Rely Solely on Voice. In certain situations, like the IVR, voice may not be available for analysis or maybe unavailable for a number of reasons, so we have strived to give our solutions the flexibility to use what factors are present to make the best possible decisions.
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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.
Kayako
JANUARY 5, 2017
Forrester’s latest consumer survey about channel usage for customer service , reported that the use of the help/FAQ pages on a company website for customer service increased from 67% in 2012 to 76% in 2014. Most consumers expect ready access to support or help. ” Source – Gartner.
Fonolo
JANUARY 29, 2019
Automated Telephone Systems (IVR) and “the inability to reach a live person for customer support.” still prefer phone or voice as their primary customer service channel. This is listed by 34% of U.S. respondents as the most frustrating aspect of the customer service experience. 44% of people surveyed in the U.S.
SmartAction
NOVEMBER 1, 2023
We’ve been PCI DSS Level 1, the highest level of compliance, since 2012. Conversational chatbots and IVR can be programmed to handle tasks that include answering frequently asked questions, troubleshooting technical issues, and completing cross-channel transactions. Now you know “how” and “why” to implement conversational AI.
SharpenCX
JULY 7, 2020
And my phone call was a maze through their IVR system, pressing button after button just to get to someone who would listen. The number of companies investing in the omnichannel experience has jumped from 20% to more than 80% since 2012. ( CustomerThink ). Putting People First in Your CX Strategy.
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