Calabrio

FEBRUARY 25, 2025

Explore the must-have features of a CX platform, from interaction recording to AI-driven analytics. For instance: A CRM system will track and unify records of interactions to help teams manage relationships throughout the customer lifecycle. The CX platform features you need to elevate experiences.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

Lumoa

JUNE 23, 2021

These include customer service analytics, engagement hubs, the voice of the customer , virtual agents (live chat), and chatbots. Additionally, utilizing voice-enabled support enhances the human experience by providing a personal touch.

Cloud contact 78

Cloud contact Interactive Voice Response Contact Center Chatbots 78

Pointillist

SEPTEMBER 10, 2020

After getting lost in the interactive voice response (IVR) system, they go back to the website and try the chat feature. The customer care team oversees the call center, IVR, chat and other customer service channels. Journey orchestration is a team effort, not the sole responsibility of one team or department.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

OrecX

APRIL 22, 2021

In the world of contact center voice interactions, captured voice data has greater value when it can be shared in real time with transcription and speech analytics applications and then combined with ACD, IVR and CRM data. Monitor, Manage & Control. Versatility.

voip 79

voip APIs Upselling CRM 79

Cisco - Contact Center

DECEMBER 17, 2020

With the new Webex Contact Center, we’ve integrated Webex Experience Management post-call surveys which can be sent to customers via text, email, or IVR so you can get immediate feedback about their experience. Having said that, sometimes programming an API requires the participation of a developer skillset that isn’t always available.

Customer Experience 108

Customer Experience Contact Center APIs Analytics 108

AWS Machine Learning

MARCH 1, 2024

Machine learning (ML) technologies continually improve and power the contact center customer experience by providing solutions for capabilities like self-service bots, live call analytics, and post-call analytics. Next, you set up OAuth2 credentials in Genesys Cloud for authorizing the API call to get the final transcript.

Chatbots 123

Chatbots APIs Self service Contact Center 123

Balto

MARCH 17, 2025

Real-Time Call Center Insights Dashboard Introduction to Call Center Insights Call center analytics transforms raw operational data into actionable intelligence, enabling businesses to improve customer experience while optimizing agent performance. Modern analytics platforms examine everything from call volume patterns to customer sentiment.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

3CLogic

AUGUST 18, 2020

However, enterprises continue to remain dependent on their existing call center platform (IVR, queue management, reporting, etc.) and are responsible for the maintenance, security, and upgrades. Because Connectors leverage existing on-premise infrastructure, they are quick to deploy – in a matter of days.

call center solutions 96

call center solutions Call Center Cloud contact CRM 96

Noble Systems

JUNE 27, 2019

Inbound interactive voice response (IVR) can provide account information, payment options and responses to frequently asked questions. Outbound IVR can provide personalized messages, administer surveys and other research. Advanced analytics. Robust APIs for integration.

Cloud contact 57

Cloud contact Contact Center Interactive Voice Response Self service 57

8x8

FEBRUARY 6, 2019

We have exciting new launches today including 8x8 Speech Analytics – automatically providing sentiment analysis on 100% of your customer calls; enhanced Integration framework – making it easy to embed communications into your business processes. Speech Analytics for Contact Centers. Analytics Features. Description.

Analytics 48

Analytics CRM APIs Contact Center 48

Noble Systems

APRIL 8, 2020

Advanced Analytics. IVR and Self-service Options. Robust APIs for integration. Roles and Web-based Dashboards. Omnichannel Capabilities. Artificial Intelligence (AI) and Machine Learning (ML). Workforce Engagement ( WEM). Historical and Real-time Reporting. Comprehensive Inbound and Proactive Outbound Management.

Contact Center 97

Contact Center Cloud contact Contact center software Enterprise 97

DMG Consulting

JULY 31, 2019

DMG defines call tracking as “software and analytics that is used to capture inbound call activity to determine the effectiveness of online (e.g., Further, these solutions often provide advanced call routing and interactive voice response (IVR) systems to qualify leads and provide more granular reporting.

Marketing 59

Marketing Interactive Voice Response Advertising Automotive 59

JustCall

APRIL 3, 2023

Features API Integrations Interactive Voice Response (IVR) Omnichannel Agent Tools Call Recording Callback Scheduling Predictive Dialer Progressive Dialing Preview Dialing Pricing On Request Talkdesk Talkdesk is a cloud-based call center software that is built for companies that require automated dialing and calling features.

Interactive Voice Response 52

Interactive Voice Response CRM B2B B2C 52

Expivia

AUGUST 18, 2021

Does your organization dictate how your customers should interact with your company? . A lot of organizations make customers go through long drawn-out IVRs. Most omnichannel contact center platforms have integration capabilities (either with built-in processes or APIs). It can make analytics easier for agents and managers alike.

Contact Center 98

Contact Center Multichannel Interactive Voice Response Best practices 98

OrecX

MAY 30, 2017

By now you have hopefully heard of the significant new trend that is emerging around the notion of “Intelligent Contact Centers”, or contact centers that fully integrate the power of analytics into the contact center function. These systems record the interaction’s audio and agent screen video and offer integrated playback.

Contact Center 60

Contact Center Interactive Voice Response APIs Upselling 60

ConvergeOne

DECEMBER 7, 2021

The underlying technologies of composability include some combination of artificial intelligence (AI), machine learning, automation, container-based architecture, big data, analytics, low-code and no-code development, Agile/DevOps deployment, cloud delivery, and applications with open APIs (microservices).

APIs 79

APIs Big data Analytics Self service 79

aircall

JANUARY 25, 2023

Its features include AI, voice, analytics, and workforce management. Essential phone features include toll-free numbers, a virtual call center, international numbers, voicemail, call conferencing, and interactive voice response (IVR). What Is Genesys? stars Pricing: Starting from $25.95

Interactive Voice Response 62

Interactive Voice Response call center solutions Analytics Coaching 62

NobelBiz

APRIL 23, 2024

Technologies like Interactive Voice Response (IVR) systems automate routine collection tasks, reducing the need for human intervention and thereby lowering operational costs. IVR systems not only handle initial debtor inquiries but also categorize calls based on urgency and complexity.

Customer centricity 94

Customer centricity Contact Center Technology Telemarketing 94

JustCall

JANUARY 14, 2021

Multi-level IVR- A Virtual Receptionist for Your Inbound Calls. The IVR system serves as the virtual receptionist for all your inbound communications. We released a revamped version of the Interactive Voice Response system this year and the inbound call routing just got a lot smoother. JustCall Notification Center.

Interactive Voice Response 52

Interactive Voice Response Call Logging APIs CRM 52

Real Blue Sky

MAY 18, 2022

In return, agents can focus on higher-level, more meaningful tasks and customer interactions. With self-service options, customers can use an automated menu or IVR (interactive voice response) system to find answers to their issues. Self-service options can also be used to perform a variety of tasks.

Interactive Voice Response 52

Interactive Voice Response Self service Contact Center APIs 52

Hodusoft

FEBRUARY 3, 2022

The technology continues to improve; it has also offered API choices for app integration and auto-attendant capabilities for automation and 24/7 access to your system from any location around the globe; you also enjoy those benefits. . Interactive Voice Response (IVR) . Real-time Analytics. Multi tenancy.

voip 52

voip Interactive Voice Response Contact center software Morale 52

pindrop

OCTOBER 21, 2021

Goal: Leverage AI, smart workflow management tools and analytics to unburden agents. Goal : Leveraging data, analytics and AI to automate and optimize agent training and onboarding processes Analytics – Interaction analytics, real-time decisioning and business intelligence for superior agent performance.

Contact Center 57

Contact Center Interactive Voice Response Self service Call Center 57

Babelforce

NOVEMBER 30, 2022

Do you know your DTMF IVRs from your ACDs? Usefully calculating and interpreting ATA depends on whether or the contact center uses an IVR system – this is complicated by the fact that customer can either hang up from frustration, or because the IVR answered their query. This does not include time spent navigating an IVR system.

Contact Center 52

Contact Center Interactive Voice Response Automatic Callback Call Center 52

aircall

APRIL 2, 2021

Furthermore, you also get a more robust set of voice calling features than you would if all your employees worked on-site using a PBX system. And, unlike traditional, wired telephone systems, you can monitor your virtual call center using your remote phone system’s dashboard analytics. An open API technology.

voip 62

voip Interactive Voice Response virtual call center CRM 62

Babelforce

SEPTEMBER 3, 2020

Conversational IVR. Conversational IVR is shaping up to be one of the biggest customer service developments of the decade. In a nutshell, conversational IVR brings Alexa-style voice interaction to IVR systems. Delta Airlines became an early adopter for conversational IVR in 2013. Virtual Queuing.

Call Center 52

Call Center Abandon rate Interactive Voice Response APIs 52

Whitepages Pro

JUNE 2, 2017

This powerful new feature integrates with Google’s Cloud Speech API, so developers can add transcription to their Twilio voice services without having to train complicated models. Speech Recognition will surely enable interesting Interactive Voice Response (IVR) use cases and real-time call scoring and analysis opportunities.

Interactive Voice Response 40

Interactive Voice Response APIs Average Handle Time Call flow 40

aircall

SEPTEMBER 12, 2022

We put our customers first, so we make sure you have a clear view of your customer’s needs before the conversation even begins with drag-and-drop IVR and call routing based on skill set, language, and other custom criteria. 100+ Integrations and API access. Essential telephony features including IVR, call recording, and click-to-dial.

voip 62

voip APIs Interactive Voice Response Call Center 62

aircall

MAY 11, 2018

How do you use the analytics dashboard ? I use analytics to track our missed call percentages. I can see if a call was missed because there was no one to answer the phone, if the call was abandoned during the IVR tree , or if it was abandoned in the first 10 seconds. How do you use analytics in your workflow?

Technical Support 88

Technical Support Analytics APIs Engineering 88

JustCall

AUGUST 24, 2022

Call Analytics. Call analytics is a cloud phone platform that allows companies to keep track of the customized calls, giving insights into your business and employees working online and offline. Further, it also allows the customer to interact with the company directly. Third-Party API integration. Instant Messaging.

Interactive Voice Response 52

Interactive Voice Response voip APIs Analytics 52

Hodusoft

MAY 17, 2024

In this technology, relevant customer information such as caller ID, Automatic Number Identification (ANI), Dialed Number Identification Service (DNIS), and information from Interactive Voice Response (IVR) system, pops up automatically onto an agent’s computer screen just at the same time the agent picks up the customer’s call.

Interactive Voice Response 52

Interactive Voice Response CRM Contact Center Call Center 52

OrecX

JANUARY 16, 2018

Speed: Without the need to crack proprietary code or develop complicated APIs, the speed with which you can customize, test, deploy, and support the software is dramatically improved. Flexibility: You can utilize virtually any CRM system, databases, PBX switch, speech analytics , IVR analytics, workforce management, surveys and more.

Contact Center 54

Contact Center APIs Analytics Interactive Voice Response 54

aircall

JANUARY 11, 2023

8×8 is an API solution that integrates voice, video, chat, and contact center functions into one cloud-based communications platform. For customer-centric teams looking for a package with added features such as IVR, analytics, and call routing, the options start at $85 per user per month. Call center analytics.

Customer centricity 62

Customer centricity Interactive Voice Response CRM Analytics 62

JustCall

APRIL 3, 2023

Platforms like OpenPhone combine multiple capabilities like voice, chat, and SMS. With features like IVR and reporting/analytics to boost performance, the right communication system is the key to success. Its Interactive Voice Response (IVR) routes the call to the right agent using caller information and skills-based routing.

Interactive Voice Response 52

Interactive Voice Response Enterprise call center software Analytics 52

SmartAction

NOVEMBER 1, 2023

When used in business, conversational artificial intelligence (AI) supports overall call center operations by providing self-service options, 24/7 availability, and real-time data and analytics – while lowering costs and increasing profits. It linked via API to internal data sources and current customer input to find a successful solution.

Contact Center 66

Contact Center Virtual Agent Interactive Voice Response Chatbots 66

Vonage

JANUARY 30, 2019

Open standards, cloud functionality, programmable micro services and APIs, combined with AI smarts, now offer the budding Lego builder entirely new possibilities. For instance, what about inventing a non IVR way of connecting customers to the best resource? We are on the cusp of a whole new chapter in the ‘art of the possible’.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

AWS Machine Learning

JULY 7, 2022

You can use APIs or AWS CloudFormation (see Creating Amazon Lex V2 resources with AWS CloudFormation ) to manage the bot programmatically. The test data should include a comprehensive representation of expected user conversations with the bot, especially for IVR use cases where the bot will need to understand voice inputs.

Best practices 94

Best practices Metrics APIs Accountability 94

JustCall

JANUARY 27, 2023

In contrast, the magicJack competitors mentioned here mostly offer standard ones like call recording, an IVR menu, and smart call recording. Features like call queues, call forwarding, voicemail, and IVR enable businesses implementing JustCall to have a fully functional contact center to support all customer conversations.

Interactive Voice Response 52

Interactive Voice Response Call Logging APIs voip 52