2020 Call flow Interactive Voice Response 
3CLogic
OCTOBER 7, 2020
Case in point, one in three companies began using live chat and interactive voice response (IVR) channels for the first time this year (2020). In many cases, the consolidation of services and channels can provide an immediate ROI without changing the IVR call flows and customer journeys already in place.
3CLogic
APRIL 20, 2021
80% of calls, according to data from Cloudtalk, are expected to be answered within 20-30 seconds and the average call duration is four minutes. The question is no longer should I adopt voice self-service for my contact center? Overview of Interactive Voice Response (IVR) and Voice Self-Service.
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Uniphore
AUGUST 12, 2021
Today’s most popular assistants offer a multimodal experience — the ability to interact on multiple channels — and are a major leap from the voice-only assistants that dominated the market just a few years ago. Unsurprisingly, sales of these multimodal assistants grew 30% in 2020, while voice-only assistants saw a 3% decline.
Talkdesk
MARCH 12, 2021
Manage complex call flow designs. Talkdesk CX Cloud’s easy-to-use, drag and drop IVR ( Talkdesk Studio ) solution stands apart in managing complex call flows. Talkdesk has been named a Leader in the 2020 Gartner Magic Quadrant for Contact Center as a Service.
BlueOcean
OCTOBER 7, 2021
In the midst of change brought on by the last year, the data tell us people are willing to wait longer on the phone in order to have a human interaction, whereas before 2020, they might have opted for self-serve or automation when faced with long hold times. Call Centers Go with the Flow.
3CLogic
MAY 26, 2022
During 2020 and 2021, customers rapidly moved to digital-first interactions, creating a permanent change in the ways companies approach customer experience. With a Voice-Enabled integration , direct customers toward self-service for simple requests like resetting passwords or checking the status of an order.
SharpenCX
FEBRUARY 17, 2021
In the best of times, your customers never call you. In the worst of times ( we’re looking at you, 2020 ), your customers won’t stop picking up the phone. You see, phone calls let your customers speak their minds. Intelligent Call Routing. Intelligent routing and call flows help your customers get to resolutions faster.
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