2018 Analytics Interactive Voice Response 
Hodusoft
APRIL 21, 2025
Read Also: Top Reasons Cloud-based Is Better Than On-Premise For Contact Centers Artificial Intelligence climbs higher AI was there in 2018 and it is here in 2019. Natural language processing leads to ease of use for customers who access chatbots or IVRs. IVRs , standing in the front line, can attend to most customers.
Callminer
APRIL 20, 2018
As your customers demand to address less complex issues with self-service , for example, you should adopt self-service analytics using business intelligence to analyze self-service interactions via interactive voice response (IVR), self-service websites, and chatbots.
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Aspect
DECEMBER 27, 2017
What happened in 2017, and what will 2018 bring? Accordingly, I expect to see a range of new solutions see the light of day in 2018; solutions that bring the old solutions like Interactive Voice Response (cue the robotic ‘press 1 for English’ script) into the 21 st century, on a channel people actually like to use.
ShepHyken
APRIL 13, 2018
These reasons are reflected by the CCW Executive Report on Contact Center Priorities for 2018, where increasing the “voice of the customer” strategy is the #3 contact center priority this year. The digital transformation has provided plenty of channels through which to survey: email, IVR, text, outbound voice, and even IM.
SmartAction
OCTOBER 25, 2023
These channels offered apparent advantages in terms of scalability, cost-efficiency, and data analytics. Consequently, many organizations underinvested in the voice channel, inadvertently neglecting a critical aspect of customer service.
Callminer
DECEMBER 17, 2019
Tools like speech analytics solutions help monitor QA, ensure compliance, and provide insights that aid in agent performance management , as well. ” – 2018 Call Center Industry Report Reveals Call Center Innovation Lagging , Globe Newswire; Twitter: @GlobeNewswire , @Liveops. Sales Pursuits.
Fonolo
JUNE 28, 2018
“IVR.”. We’ve all had less-than-stellar experiences interacting with a robotic, impersonal interactive voice response. Despite this, call centers continue to use IVR technology, as it is widely considered to be a necessary evil. Losing Customers in an IVR Abyss. Agent Fatigue and Low Morale.
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