CX Accelerator

JUNE 8, 2020

In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. That’s why the ability to transcribe them and search keywords, phrases, and sentiment with ,, speech analytics can be so powerful. Navigate your IVR.

Surveys 345

Surveys Contact Center Consulting Consulting 345

TechSee

DECEMBER 11, 2018

Call center leaders realize that the time has come to deliver real measurable value to the enterprise. At its best, it is preferred by consumers and profitable for the enterprise. Technologies: Data Analytics, AI, AR solutions. Self-service: Self-service is slowly emerging as the holy grail of modern CX.

Call Center 182

Call Center Customer Experience Self service Contact Center 182

Hodusoft

NOVEMBER 14, 2024

Reporting/Analytics: This feature views and tracks pertinent metrics, such as total calls attended, average handle time, and abandonment rate. It is designed to streamline the customer experience across multiple touchpoints—whether it’s voice calls, email, chat, or social media channels.

Interactive Voice Response 52

Interactive Voice Response Contact center software Abandon rate Average Handle Time 52

pindrop

NOVEMBER 19, 2020

When considering the application of graph analytics for fraud detection in call centers, operationally the “edges” or relationships, links, and connections associated to each node are analyzed to identify valuable patterns that can predict when and where fraud may occur. What is Link Analysis? What is Pindrop® Protect With Trace Technology?

Contact Center 98

Contact Center Analytics Interactive Voice Response Engineering 98

DMG Consulting

JULY 16, 2019

Question: What’s the difference between customer journey mapping and customer journey analytics? Answer: Customer journey mapping provides enterprises with a visual representation of the touchpoints that prospects or customers traverse when interacting with their organization, from the first touch through the last.

Journey mapping 67

Journey mapping Analytics Interactive Voice Response Social media contact 67

DMG Consulting

SEPTEMBER 24, 2021

The Transformational Value of Interaction Analytics. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times. Interaction analytics is the only application that can provide this variety of information. July 7, 2021 Donna Fluss.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

Noble Systems

MARCH 22, 2021

Advanced IVR Solutions Enhance the Agent and the Patient Experience. By creating a single gateway with an advanced IVR solution, health call centers can greet all patients with a consistent branded experience. Interactive voice response captures the reason for each call.

call center solutions 98

call center solutions Healthcare Call Center Interactive Voice Response 98

UJET

MARCH 22, 2021

The IVR isn’t a topic that gets enough coverage. Meanwhile, your IVR can be one of the biggest drivers of good vs bad CX. And the IVR is at the heart of that journey. We have to expand on the traditional definition of what an IVR does and where it’s used. Modernizing Your IVR.

Interactive Voice Response 82

Interactive Voice Response Virtual Agent Contact Center Self service 82

3CLogic

MAY 14, 2021

As the first line of defense for an enterprise organization, contact centers and their agents are inundated with a variety of customer inquiries, from simple requests to complex conflict resolution. Create Dynamic Call Workflows with Intelligent IVR. Demystify Voice Interactions with Comprehensive Speech Analytics.

Interactive Voice Response 80

Interactive Voice Response Self service Contact Center Analytics 80

Pointillist

SEPTEMBER 10, 2020

By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience. After getting lost in the interactive voice response (IVR) system, they go back to the website and try the chat feature.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

Noble Systems

JANUARY 30, 2020

In the beginning, the state of the art was represented by IVR phone trees which could barely understand the words “yes” or “no.” Of course, the applications at use in the enterprise far outstrip the consumer-grade technology of an Amazon Echo or a Google Home. The business benefits of speech analytics.

Analytics 66

Analytics Enterprise Interactive Voice Response Contact Center 66

VirtualPBX

OCTOBER 30, 2024

It’s designed to orchestrate real-time interactions with efficiency and clarity. Our system equips teams with dynamic tools, customizable options, and robust analytics. Whether you’re a large enterprise or small nonprofit, VirtualPBX Contact Center’s features adapt to meet your unique needs.

Contact Center 59

Contact Center contact center solutions Call flow CRM 59

Cisco - Contact Center

DECEMBER 10, 2019

The first ask from customers is to deliver fast and accurate responses using the channel of their choice and this translates into great customer experience ( Reference ). A traditional IVR is not able to help to achieve these high quality service levels as it has several limitations resulting in poor Customer Experience ( Reference ).

Interactive Voice Response 58

Interactive Voice Response Call Center Contact Center Self service 58

TechSee

APRIL 21, 2021

AI is reshaping the enterprise approach to self-service. AI enhances existing self-service capabilities, such as smart FAQ and IVR, with the new cognitive capabilities in chatbots or virtual agents. AI-Based Prediction of Customer Behavior via Speech Analytics. Computer Vision AI-Based Self-Service.

Call Center 136

Call Center Contact Center Self service call center solutions 136

JustCall

MARCH 23, 2023

Interactive Voice Response, or IVR, is necessary for every contact center. The IVR is configured to lead the user to a self-help guide that answers their query, a human agent who can solve their problem, or a pre-recorded voice message. In this article, we look at the ten best IVR solutions.

Interactive Voice Response 52

Interactive Voice Response call center solutions CRM Contact Center 52

TechSee

AUGUST 7, 2024

The first significant step towards automation was the introduction of automated phone systems, also known as Interactive Voice Response (IVR) systems. The development of chatbots, automated email responses, and AI-driven customer support tools marked a new era in customer service automation.

Customer Experience 124

Customer Experience Customer Service Interactive Voice Response Chatbots 124

DMG Consulting

FEBRUARY 5, 2020

As it’s difficult to get enterprise executives and managers to participate in any kind of a survey, this year we decided to ask only 3 questions. The findings for the three questions were extremely positive and reflect the very upbeat attitude of enterprise executive and contact center leaders toward new technology investments.

Omni-channel support 87

Omni-channel support Contact Center Interactive Voice Response Self service 87

JustCall

DECEMBER 15, 2020

Bundled with valuable features, call center software is an indispensable component of big and small enterprises alike. IVR (Interactive Voice Response). The interactive voice response system plays the role of a virtual receptionist for your company. Call Analytics and Reports.

call center software 98

call center software Call Center Interactive Voice Response CRM 98

Spearline

MARCH 1, 2022

In addition to agent-customer conversations, voice analytics, voice-bot call flows, and true interactive voice response (IVR) have a fundamental need for good audio. Managing a global voice and data network with multiple service providers is not easy. New to Spearline?

Interactive Voice Response 111

Interactive Voice Response Telecommunications Call flow Banking 111

3CLogic

JULY 21, 2020

As the global impact of COVID-19 continues, a vast majority of enterprise organizations are accelerating their cloud adoption plans – this is especially true for customer-facing departments and call center teams still tethered to legacy and on-premise solutions. Reporting and Analytics. Cost and ROI. Conclusion.

contact center solutions 75

contact center solutions Cloud contact Enterprise Contact Center 75

DMG Consulting

AUGUST 10, 2018

Organizations are starting to leverage these sophisticated technologies to re-engineer service experiences that combine the best of self-service with live agent support, a winning experience for enterprises, who have a fiduciary responsibility to reduce operating costs, while also providing an highly effective personalized customer experience.

Interactive Voice Response 78

Interactive Voice Response Virtual Agent Self service Contact Center 78

Hodusoft

MAY 26, 2022

HoduCC has been enriching the customer service experience for small, medium, and large enterprises. Interactive Voice Response (IVR) for reducing customer frustration. Data analytics and reporting help identify and fix flaws in the process. Skill-based routing to enhance First Call Resolution (FCR) rate.

Call Center 98

Call Center Interactive Voice Response call center software voip 98

AWS Machine Learning

JULY 29, 2022

In traditional contact centers, one solution for long hold times is enabling self-service options for customers using an Interactive Voice Response system (IVR). An IVR uses a set of automated menu options to help reduce agent call volumes by addressing common frequently asked requests without involving a live agent.

Contact Center 128

Contact Center Interactive Voice Response Self service Accountability 128

DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report.

Consulting 62

Consulting Consulting Analytics Marketing 62

Noble Systems

MARCH 19, 2021

From sales and marketing to customer support to technology resources, SMBs must be nimble and responsive. The strategies that big enterprises use aren’t always the right fit for smaller companies. Auto-Attendant and IVR. A good auto-attendant and IVR system will help you handle more calls and handle them more quickly.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Hodusoft

MAY 4, 2022

Business communication has evolved rapidly to meet the requirements of ever-changing enterprise needs to facilitate seamless communication and collaboration. Hosted Private Branch Exchange (PBX) and Session Initiation Protocol (SIP) trucking are two prominent players in the world of virtual enterprise communication. Auto-attendant.

voip 105

voip Interactive Voice Response Telecommunications Enterprise 105

Hodusoft

DECEMBER 6, 2022

Contact Center Solutions For Your Enterprise: The New Keys to Success. This blog will focus on the details regarding enterprise contact center solutions and why it’s necessary for a company’s growth and success. What is an enterprise contact center solution? Frequent security audits also prevent data breaches.

contact center solutions 52

contact center solutions Contact Center Enterprise Contact center software 52

3CLogic

AUGUST 18, 2020

However, migrating to the cloud is not as simple as flipping a switch, especially if an enterprise has already invested in an on-premise telephony infrastructure. However, enterprises continue to remain dependent on their existing call center platform (IVR, queue management, reporting, etc.)

call center solutions 96

call center solutions Call Center Cloud contact CRM 96

Hodusoft

MARCH 26, 2025

It’ll also speed up response times, reduce operational costs, and improve overall efficiency. Multi-level IVR Customers reach out to e-commerce contact centers due to several reasons. HoduCC contact center software comes equipped with a multi-level IVR system that helps e-commerce firms handle high call volumes.

Contact Center 52

Contact Center Contact center software Interactive Voice Response contact center solutions 52

TechSee

DECEMBER 16, 2021

The Distributed Workforce After scrambling to set up remote working environments at the start of the pandemic, enterprises have largely recognized its advantages and adopted the WFH or hybrid model. Self-service IVR was a popular choice, with 42% of organizations increasing its use on the heels of COVID.

Call Center 124

Call Center Self service Gamification Contact Center 124

Hodusoft

JULY 3, 2024

A Guide to Choose the Best Contact Center Software for Your Enterprise Contact centers come in different types and sizes. It lies between the basic level and enterprise-grade contact center software. What Is an Enterprise Contact Center? What Is Enterprise Contact Center Software? Read on and thank us later.

Contact center software 52

Contact center software Enterprise Contact Center Interactive Voice Response 52

Noble Systems

APRIL 8, 2020

Today, a new breed of enterprise-class CCaaS offerings have redefined the value proposition and changed the game. What does it take to be an Enterprise-level Contact Center as a Service Solution? Advances in cloud technology brought the cloud contact center closer in feasibility for the enterprise market. Advanced Analytics.

Contact Center 97

Contact Center Cloud contact Contact center software Enterprise 97

Hodusoft

MARCH 22, 2024

Experience the Evolution: HoduSoft Showcasing HoduCC Omnichannel CX Suite at Enterprise Connect 2024 “Customer experience is one of the two core pillars of customer retention.” When customers experience better quality of service, they are four times more likely to refer a friend and five times more likely to buy again, reveals recent data.

Enterprise 52

Enterprise Interactive Voice Response Contact center software call center software 52

DMG Consulting

MARCH 11, 2022

On an annual basis, in the November/December time frame, DMG Consulting (DMG) conducts a worldwide survey of contact center and enterprise executives and managers to identify their top operational and technology investment priorities for the coming year. Speech and text analytics (also known as interaction analytics) came in fifth (24.6%).

Customer Experience 71

Customer Experience Interactive Voice Response Contact Center Self service 71

Jive

SEPTEMBER 18, 2018

Whether you’re a small to medium enterprise or a major blue chip corporation, the Cloud has been lauded as the solution to common communication, storage, and productivity challenges. Call analytics and recordings are also a big part of cloud-based platforms, which can provide insight into overall team performance.

Contact Center 75

Contact Center Technology Interactive Voice Response Coaching 75

DMG Consulting

APRIL 13, 2022

Interaction Analytics: What’s Driving Adoption. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times. Interaction analytics is the only application that can provide this variety of information. By Donna Fluss.

Analytics 48

Analytics Enterprise Contact Center Quality management 48

Spearline

APRIL 23, 2020

The emergence of artificial intelligence (AI), data analytics and visual support have each been significant drivers of innovation in this industry. The following are all opportunities to help enterprises to revolutionize their business in order to cope with increased demand, along with new and diverse challenges: 1. Data Analytics.

Contact Center 89

Contact Center Interactive Voice Response Scripts Analytics 89