Aspect

MARCH 12, 2018

Given the growing customer preference for solving problems on their own, you’d expect consumers to like interactive voice response, or IVR — the first generation of self-service technology. Because IVRs suck, well at least the way they’re implemented sucks. They don’t.

Interactive Voice Response 48

Interactive Voice Response Self service Chatbots Customer retention 48

CSM Magazine

OCTOBER 27, 2022

Rob Crutchington at Encoded , discusses the rise of self-service payments and why it is time to take another look at Interactive Voice Response (IVR) in contact centres to help increase the number of successful transactions, boost agent performance and improve the customer experience (CX). Cash is no longer King.

Interactive Voice Response 52

Interactive Voice Response Morale Self service Finance 52

Spearline

JANUARY 23, 2018

It accommodated the replacement of uDial with not just a new look and feel but an upgrade to WebRTC allowing vastly reduced latency and the ability to navigate IVRs with speech recognition. 2017 has also seen us double our unmatched database of tests from which we benchmark our customers’ call quality.

Benchmark 65

Benchmark Interactive Voice Response Technology Feedback 65

Customer Service Life

JUNE 26, 2017

This article was originally published on the FCR blog on June 9, 2017. I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. In short, they have a refreshingly human approach, completely doing away with IVRs and scripts and focusing on getting customers the help they need quickly and efficiently.

Contact Center 68

Contact Center Journey mapping Entertainment Chatbots 68

DMG Consulting

MARCH 30, 2017

Your Customers Deserve a Better IVR (whitepaper). 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. By Donna Fluss. Introduction.

Interactive Voice Response 48

Interactive Voice Response Self service Consulting Consulting 48

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. 11/30/2017. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. When: Today, 30 November 2017.

Consulting 48

Consulting Consulting Contact Center Marketing 48

TechSee

APRIL 10, 2019

Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX. T-Mobile has largely done away with IVR and other automated customer service technologies in favor of a new human-touch approach to customer service.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

Aspect

DECEMBER 27, 2017

What happened in 2017, and what will 2018 bring? Most contact centers go through a formal RFP/tender process for new investments, and because chatbots got lots of mainstream media attention in both 2016 and 2017, budgets have indeed formed in 2017. The result will be more personalized and productive interactions.

Chatbots 116

Chatbots Contact Center Interactive Voice Response Enterprise 116

DMG Consulting

NOVEMBER 1, 2017

DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report. What: Releases 2017 Workforce Optimization Mid-Year Market Share Report. What: Releases 2017 Workforce Optimization Mid-Year Market Share Report. When: Today, 1 November 2017. million between the first half of 2016 and 2017.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

AUGUST 21, 2017

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

Consulting 48

Consulting Consulting Virtual Agent Marketing 48

DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. What: Releases 2017 Intelligent Virtual Agent Product and Market Report. When: Today, 19 July 2017. The 2017 Intelligent Virtual Agent Product and Market Report is the only in-depth analysis of these emerging solutions.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

MAY 8, 2017

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. What: Releases 2017 Contact Center Gamification Product and Market Report. When: Today, 10 May 2017. DMG expects the number of gamification seats to grow by 30% in 2017 and 2018, 35% in 2019 and 2020, and 33% in 2021.

Gamification 48

Gamification Consulting Consulting Contact Center 48

DMG Consulting

JUNE 7, 2017

DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report. When: Today, 7 June 2017. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MARCH 31, 2017

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. What: Releases 2017 Contact Center Workforce Management Product and Market Report. When: Today, 21 March 2017. DMG expects the WFM market to grow by 8% in 2017 and 2018, and by 9% in 2019, 2020 and 2021.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

OCTOBER 18, 2017

DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report. 10/18/2017. When: Today, 18 October 2017. DMG predicts that the contact center speech analytics market will grow by 12% in 2017, 11% in 2018, 10% in 2019, 10% in 2020, and 10% in 2021. Mature sector with substantial opportunity.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

JANUARY 17, 2018

DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report. What: Releases 2017 – 2018 Workforce Optimization Product and Market Report. New architectures and intelligent automation position WFO sector to suceed. To order your copy of the Report, visit www.dmgconsult.com.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

AUGUST 21, 2017

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

Consulting 48

Consulting Consulting Analytics Marketing 48

Talkdesk

MAY 29, 2020

In 2017, as Hurricane Irma approached the Florida coastline, it was the strongest storm ever recorded in the Atlantic and projected to pass right through Orlando. Talkdesk Studio — an intuitive Interactive Voice Response (IVR) and routing designer — provided added operational agility.

Interactive Voice Response 71

Interactive Voice Response Call flow Self service Contact Center 71

Aspect

OCTOBER 19, 2017

Below we’ve shared three pieces of insight that we were able to gather from our initial responses. Insight #1- Building a Customer Friendly IVR: Companies continue to feel that, with their current IVR, they do not have the ability to help drive the desired customer experience. The survey takes roughly 15 minutes to complete.

Benchmark 85

Benchmark Interactive Voice Response Gamification Contact Center 85

Callminer

DECEMBER 17, 2019

respondents (34%) chose ‘Automated Telephone System (IVR)/inability to reach a live person for customer support.’” “In 2016, outsourcing contact centers had a mean turnover rate of 73%, in 2017 it was reported the turnover was only 49%.” Most consumers prefer real people over automated systems.

Call Center 207

Call Center outsourcing Contact Center Finance 207

USAN

OCTOBER 22, 2017

Visual IVR for Amazon Connect extends omnichannel IVR to Amazon Connect service. October 23, 2017 – USAN, a provider of cloud-based omnichannel customer engagement solutions, today announced the availability of Visual IVR for Amazon Connect on AWS Marketplace. USAN customers today demand service that is fast and easy.

Interactive Voice Response 40

Interactive Voice Response Self service Contact Center Enterprise 40

CallSource Insights

FEBRUARY 11, 2019

Of all the call complaints that were reported to the FCC in 2017 , about 63 percent were robocalls. CallShield & IVR Solutions. CallShield is a proprietary IVR (Interactive Voice Response) solution built by CallSource. Source: [link]. What are robocalls? How does CallShield work? .”

Interactive Voice Response 75

Interactive Voice Response Telemarketing Advertising Metrics 75

Provide Support

JANUARY 27, 2020

Live Chat allows them to contact businesses wherever they are and ask questions without waiting for email response or listening to IVR. © 2003 - 2017 Provide Support LLC. In this blog post we will review major players on the modern live chat market. In our review we will highlight the following sides of each provider: (.).

Interactive Voice Response 77

Interactive Voice Response Marketing Customer Service Customer Experience 77

VocalCom

MARCH 26, 2018

Indeed, Edelman’s 2017 global Trust Barometer revealed the biggest decline in consumer trust since the study was first introduced five years ago. When offering customers self-service options such as IVR menus or video tutorials, make sure the technology works properly.

Self service 97

Self service Contact center software Interactive Voice Response Contact Center 97

Hodusoft

MARCH 5, 2025

A study conducted jointly by MasterCard and University of Oxford in 2017 found nearly one-third of people couldn’t make the purchases due to failure to remember their password. Leveraging multi-level Interactive Voice Response (IVR) systems would enable visitors and customers to get the right support as per their inputs.

Abandon rate 52

Abandon rate Contact center software Interactive Voice Response Contact Center 52

Aspect

FEBRUARY 13, 2018

It was mid-July 2017 when I got an email from a sales colleague about a potential chatbot opportunity with a short window to respond. our design-once-deploy-anywhere framework that allows taking one bot and deploying it on channels like FB Messenger, SMS, Amazon Echo, IVR, etc. our “cloud clout” and the resulting time-to-market.

Chatbots 102

Chatbots Interactive Voice Response Self service Contact Center 102

Taylor Reach Group

JULY 6, 2018

million complaints about robocalls in 2017, more than double the 2.18 Interactive Voice Response (IVR): The IVR amounts to 27% of the total call experience. However, currently only 7% of organizations offer an IVR solution that delivers a superior customer experience (CSAT) (Fusion). in the past year.

Contact Center 58

Contact Center Technology Interactive Voice Response Journey mapping 58

Balto

SEPTEMBER 6, 2022

We found: Voice assistance and live chat with a human remained in the top three most used channels both today and ten years from now. The channels with the most fluctuation in the next ten years were social media, online chat bots, and IVR — but not in the directions you would expect. IVR (Interactive Voice Response) Assistant.

Contact Center 52

Contact Center Interactive Voice Response Chatbots Self service 52

Aspect

FEBRUARY 7, 2018

And according to a new research from Adobe Digital Insights (ADI), voice-assistant sales grew 103% year over year in the fourth quarter of 2017. Adobe also found that 22% of voice assistant owners said that they shop using voice commands. And people say voice in customer service is on the decline?

Customer Service 68

Customer Service Interactive Voice Response Surveys Chatbots 68

Outsource Consultants

MARCH 28, 2025

Effective public communication strategies in crisis management include multi-channel outreach, targeted messaging, and Interactive Voice Response (IVR) systems. This knowledge allows them to customize their responses to different cultural contexts, which enhances the effectiveness of their crisis management efforts.

Call Center 67

Call Center Management Interactive Voice Response outsourcing 67

DMG Consulting

DECEMBER 7, 2017

10/24/2017. 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). I would like to receive the monthly DMG Newsletter. By Donna Fluss.

Interactive Voice Response 48

Interactive Voice Response Virtual Agent Scripts Enterprise 48

CSR Inc.

NOVEMBER 5, 2017

While most customers would prefer to speak with a real, live human being, the sheer volume of calls can make automated phone systems ( interactive voice response systems, or IVRs ) a necessity. Just 3 percent actually liked using the IVR service.” How much do callers dislike them? Don’t Make Me Repeat Myself.

Interactive Voice Response 48

Interactive Voice Response Customer Service Wait times Coaching 48

TRUSTID

JANUARY 20, 2019

In 2017 alone, it was estimated that the overall cost of agent-handled security and identification checking was $8 billion. Frustrating IVR transfers. When callers can’t get authenticated in the IVR system, their frustration typically leads to a request to speak to a live agent. This incurs two costs.

Interactive Voice Response 57

Interactive Voice Response Contact Center Call Center Best practices 57

DMG Consulting

AUGUST 2, 2017

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. By Donna Fluss.

Interactive Voice Response 96

Interactive Voice Response Contact Center CRM Virtual Agent 96

Fonolo

OCTOBER 18, 2017

Methodology: CCW Digital surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals in February and March 2017. 78% plan to prioritize web self-service investments over the next two years; 72% say the same for mobile and IVR. Where to get it: [link]. Who wrote it: ContactBabel.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

HGS

FEBRUARY 1, 2017

At the most basic level, the start of the digitally enabled contact center means embracing “digital” channels: social media; web self-service, including mobile apps and visual IVR; video kiosks; and chat. Wed, 02/01/2017 - 16:34. Artificial Intelligence. Contact Center. Customer Service. LEAVE A COMMENT.

Self service 100

Self service Contact Center Journey mapping Virtual Agent 100

Comm100

MARCH 23, 2022

Unlike phone support that comes with long wait times and frustrating IVR, live chat allows members to quickly reach out and receive the answer to their problem in real-time. Prospective and current credit union members also want to interact digitally. To deliver on this, credit unions are turning to live chat.

Chatbots 98

Chatbots Banking Wait times Interactive Voice Response 98