CCNG

DECEMBER 16, 2020

I predict 2021 will bring renewed analysis and investment in self service – not only in emerging tech like chat bots, but basic bread and butter self-service technologies like legacy IVR. Ron Owens is SVP Operations at Aria Solutions (recently acquired by Avtex in November 2020) and long time CCNG member and advocate.

Contact Center 195

Contact Center CCNG Self service Interactive Voice Response 195

Global Response

JANUARY 8, 2025

Contact center technology trends The work of contact centers and their agents is deeply impacted by the tools they use. This shift has prompted rapid growth in the CCaaS market in the past few years, a contact center technology trend that doesn’t show signs of changing in the coming year.

Call Center 62

Call Center Interactive Voice Response Contact Center Self service 62

Fonolo

OCTOBER 29, 2020

The 2020 holiday shopping season will look very different from others in recent memory, thanks to COVID-19. Here are some of our best tips for retailers when navigating holiday shopping season 2020: 1. The State of the Contact Center in 2020 Industry Report. Invest in new technology. Think you’re ready?

Contact Center 96

Contact Center Interactive Voice Response Surveys Marketing 96

Fonolo

MAY 17, 2017

UPDATED: February 2020. Although there’s a plethora of intelligent call center technology to take advantage of, many organizations still only have basic functionalities in place. 10 Contact Center Technologies You Should Know. Why does contact center technology matter? What technology is used in a contact center?

Contact Center 70

Contact Center Technology Interactive Voice Response Gamification 70

ShepHyken

JUNE 15, 2018

In a recent press release, Gartner estimated that “ 25% of customer service and support operations will integrate virtual customer assistant or chatbot technology across engagement channels by 2020, up from less than two percent in 2017 ”. Think of it as a telephonic IVRS analog for customer support.

Chatbots 200

Chatbots Customer Support Healthcare Scripts 200

SharpenCX

OCTOBER 13, 2021

Some 32% of organizations were running their contact centers with cloud technology at the end of 2020. Whether your contact center intends to go back to the office or stay remote, the acceleration of digital transformation projects and jumps to cloud technology will continue. Better collaboration tools are the future.

Contact Center 128

Contact Center Technology Coaching Cloud contact 128

Hodusoft

FEBRUARY 9, 2022

Contact Center Technology Trends to Watch in 2022. 2020-21 saw most contact centers make a shift to cloud contact center software. New technologies are flooding the market with an intent to help the call center and contact center industry address its myriad challenges. Contact Center Technology Trends in 2022.

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

JustCall

MARCH 16, 2021

Yet again, we are super proud to announce that JustCall ranked Number 8 on the Deloitte Technology Fast 50 India, 2020 ! About Deloitte Deloitte Tech Fast 50 India Awards, 2020. The Deloitte Technology Fast 50, India is a ranking of the 50 fastest growing technology companies in India.

Interactive Voice Response 69

Interactive Voice Response Biotechnology Analytics call center software 69

Fonolo

AUGUST 29, 2019

Their 20/20 industry insights will propel your contact center to success in, fittingly, the year 2020.*. Jon Arnold, Technology Thought Leader, Analyst, and Speaker: “The two themes I cited here last year – messaging and AI – continue to dominate the contact center landscape. If technology can help, great!

Contact Center 121

Contact Center Self service Call Center Chatbots 121

Fonolo

JANUARY 10, 2023

It’s a hot topic, and many call center managers want to know what this rapidly evolving technology will mean for their organizations. For some, there’s nothing to see but opportunity, and they want to discover everything they can about AI technology for their contact center. . There are so many questions — and some concerns, too.

Call Center 91

Call Center Interactive Voice Response Average Handle Time First call resolution 91

Callminer

JANUARY 18, 2021

While the majority of consumers choose to reach out to companies via multiple mediums , many have reported wanting to avoid going through structured IVR systems – so it’s no surprise that communication quality within a contact centre has become more important than ever before. Procedural and Technological Tips for International Call Centres.

Best practices 226

Best practices Call Center Contact Center Scripts 226

REVE Chat Blog

NOVEMBER 6, 2019

The top contact center trends to watch out in 2020. What tools & technologies will empower businesses to gain an edge over the competition? respondents listed the “ inability to connect with a live person for support ” and “ automated IVR ” as one of the most frustrating aspects of the customer service experience.

Contact Center 82

Contact Center Interactive Voice Response Call Center Chatbots 82

Callminer

AUGUST 6, 2019

Now, a new technology known as Web callback or virtual queueing allows callers to ‘virtually’ hold their place in the queue after they hang up in order to receive a callback later. Decide if you need interactive voice response (IVR). The best VoC technology should also be able to integrate seamlessly.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

DMG Consulting

MARCH 1, 2020

Voice Self-Service Has Become More Popular—and It’s About to Get Much Better. F or decades, interactive voice response (IVR) systems, including those that were speech-enabled, were greatly disliked by users, even as adoption continued to grow. And IVA technology is the way to get there. By Donna Fluss.

Self service 87

Self service Interactive Voice Response Enterprise Virtual Agent 87

Etech GS

APRIL 8, 2019

Automated systems are especially helpful for call centers, and Gartner predicts that non-voice interactions in customer service settings will likely rise to 85 percent by the year 2020. Other call center speech recognition options include speech-to-text, voice search, call routing, and voice dialing.

Contact Center 74

Contact Center Technology Interactive Voice Response Call Center 74

pindrop

JULY 15, 2020

Contact center IVR anti-fraud solutions are employed to reduce costs surrounding fraud targeted at your contact center. On this page, you will find a comprehensive toolkit complete with IVR anti-fraud resources you can use to protect your consumer’s data inside and outside of the contact center. What Is IVR Fraud?

Interactive Voice Response 52

Interactive Voice Response Contact Center Engineering Accountability 52

Cisco - Contact Center

JUNE 18, 2020

Lastly, our AI portfolio grew substantially during the year, with the introduction of a conversational IVR solution, deep integration to Google Cloud Dialogflow, and plans to deliver more AI-based capabilities in the near future. Copyright © 2020 Aragon Research Inc. and/or its affiliates. All rights reserved.

Contact Center 95

Contact Center Enterprise contact center solutions Cloud contact 95

Altivon

JULY 27, 2020

Idaho Power took top honors in the 16th Annual Energy Utility Benchmark Report on Interactive Voice Response (IVR) systems, released July 1, 2020 by IVR Doctors. The 2020 Report compares 100 energy utility automated telephone systems in the U.S. million calls through their IVR. and Canada.

Interactive Voice Response 52

Interactive Voice Response Benchmark Contact Center Self service 52

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 Self service Morale Finance 52

TechSee

APRIL 10, 2019

It rolled out remote customer assistance technology, powered by AI and AR, that allows agents to see exactly what the customer sees. Research has shown that despite companies spending millions on the technology, 60% of callers bypass IVR, and that up to 83% of interactions that begin with IVR result in direct communication with a live agent.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

CSM Magazine

JUNE 11, 2020

As fears over coronavirus fuel a sudden spike in contactless transactions, Rob Crutchington explores the vital role of IVR to deliver fast, secure card payments that boost agent performance and customer confidence. Let’s take a closer look: What are the benefits of IVR payments? Secure self-service payments.

Interactive Voice Response 52

Interactive Voice Response Self service CRM Education 52

Call Design

AUGUST 9, 2021

Technology is always advancing so to remain competitive it is important for every organisation to regularly review the systems and processes in place to see how these can be improved. The Genesis of Automation and IVR. Attempts to automate phone-based customer interactions have been around for decades.

Interactive Voice Response 78

Interactive Voice Response Chatbots Coaching Virtual Agent 78

ROI CX Solutions

JANUARY 8, 2025

In many customers’ minds, it makes more sense to choose some form of self-service tool for a simpler issue, rather than initiate a formal conversation through an unnecessary call or interaction. With customer consent, these contact center technology trends can make very useful tools.

Call Center 52

Call Center Contact center software Chatbots Interactive Voice Response 52

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report. What: Releases 2020 – 2021 Workforce Management Product and Market Report. What: Releases 2020 – 2021 Workforce Management Product and Market Report. When: Today, 8 April 2020. Where: Available at the DMG Consulting online store.

Consulting 62

Consulting Consulting Marketing Management 62

3CLogic

MAY 14, 2021

Create Dynamic Call Workflows with Intelligent IVR. Interactive Voice Response (IVR) is the computer-operated phone system that directs incoming calls through a predetermined call workflow. When used correctly, NLP alleviates both the customer and the call agent from mundane and repetitive tasks.

Interactive Voice Response 80

Interactive Voice Response Self service Contact Center Analytics 80

Etech

MAY 9, 2018

In fact, a recent Gartner presentation predicted that by the year 2020, non-voice interactions in call centers will have risen to an unbelievable 85%. Those that are still leery of technology and classify AI as something that should still belong in a science fiction movie often spend more on agent training and retention.

Call Center 97

Call Center Interactive Voice Response Contact Center Self service 97

Talkdesk

OCTOBER 12, 2020

These banks are building new processes, incorporating new technologies and training their teams for #TheNewNormal. Welcome to open banking Accenture projects open banking-related services already account for 7% of total banking revenue in 2020. So how can these institutions avoid leaving customers on hold?

Banking 83

Banking Interactive Voice Response Self service CRM 83

DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report. When: Today, 23 July 2020.

Consulting 62

Consulting Consulting Analytics Marketing 62

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report. When: Today, 30 September 2020.

Consulting 62

Consulting Consulting Marketing Customer Service 62

Fonolo

OCTOBER 15, 2020

They don’t want to explore your labyrinth of an IVR or flip through dozens of FAQ pages. Your millennials and Gen Z customers are known for their high expectations when it comes to technology. Business growth in 2020 is driven by reducing friction in the customer experience and creating a journey that works smoothly and seamlessly.

Contact Center 144

Contact Center Scripts Interactive Voice Response Technology 144

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). Luckily, here are two approaches: Apply Voice-based Self-Service. Instead, improving the tools and technologies in use can quickly have a positive impact.

Interactive Voice Response 76

Interactive Voice Response Call flow Self service Enterprise 76

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Fonolo

MAY 26, 2020

You’re not alone — contact center managers often find themselves faced with tough challenges, including clunky technology, dysfunctional processes, and less-than-happy customers. Invest in call distribution technology. Technology has gotten smarter, and so have we! Here are some areas to get you started: Review your IVR.

Contact Center 142

Contact Center Abandon rate Call Center Interactive Voice Response 142

Call Experts

FEBRUARY 12, 2020

AI-powered technology that addresses the needs of a changing workforce. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. Key 2020 Trends: Cloud Contact Centers. What is IVR, and how much does it cost?

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69

InGenius

JANUARY 31, 2020

As January comes to a close, we wanted to have a look at what 2020 has in store for the contact center. Being a progressive industry driven by innovation and new technology, we can expect to see several trends emerging this year that propel the industry forward and have a significant impact on customer experience and agent productivity.

Omni-channel support 62

Omni-channel support Contact Center Virtual Agent Self service 62

Callminer

DECEMBER 17, 2019

respondents (34%) chose ‘Automated Telephone System (IVR)/inability to reach a live person for customer support.’” “60% of agents agree that their company doesn’t always provide the technology that staff needs to address the challenges they face when helping customers. This approach is not economically sustainable.”

Call Center 207

Call Center outsourcing Contact Center Finance 207

3CLogic

MARCH 25, 2022

These roles are only becoming more complex as customer expectations rise and call volumes continue to increase — Gartner reports that more than 40% of support leaders saw an increase in contact volume from 2020 to 2021. While it might sound too good to be true, the right technology can help significantly. The result?

Interactive Voice Response 52

Interactive Voice Response Technology Average Handle Time Contact Center 52