NobelBiz

OCTOBER 29, 2024

With the advanced ACD, IVR, call queuing, and real-time analytics, a software like NobelBiz Omni+ makes it easier for businesses to enhance efficiency in call handling. ’ Read Case Study Types of Calls Handled Understanding the types of calls your business handles is essential for implementing effective call handling strategies.

Interactive Voice Response 52

Interactive Voice Response call center software contact center solutions Technical Support 52

VirtualPBX

OCTOBER 30, 2024

In this featured Contact Center case study, we delve into how our platform helped the Center transform its operations, streamline call handling, and improve patient support for their peer-counseling hotline, The HOPELINE. Furthermore, our White-Glove Service is another cornerstone of the VirtualPBX experience.

Contact Center 52

Contact Center contact center solutions Call flow CRM 52

CSM Magazine

MARCH 26, 2020

experience offers voice (cellular and VoIP), voice IVR and visual IVR, and messaging (SMS and in-app chat). and UJET worked together to optimize IVR trees and customize direct access points for custom, contextual support interactions. was able to create multiple queues that could be customized in real-time.

Customer Experience 52

Customer Experience Interactive Voice Response Wait times voip 52

West

FEBRUARY 19, 2018

Most likely, that includes creating a multilingual interactive voice response (IVR) system. But even domestically, a multilingual IVR is more important than ever. Without a multilingual IVR, you’re cutting those people off from a critical interaction point.

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Interactive Voice Response Self service Technology Customer Experience 48

Zappix

OCTOBER 7, 2021

A major retailer of casual apparel and accessories operating over 700 stores around the world found increased customer satisfaction and loyalty after implementing a visual IVR Customer Experience.

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Interactive Voice Response Customer Experience 40

Ansafone

NOVEMBER 4, 2021

Whether it’s collecting identification data or routing their call … Custom-Designed IVR Systems Ensure Easy & Direct Communication with Customers Read More ». The post Custom-Designed IVR Systems Ensure Easy & Direct Communication with Customers appeared first on Ansafone Contact Centers.

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Interactive Voice Response contact center solutions Contact Center Call Center 62

ComputerTalk

MAY 3, 2023

What happened when a plaintiff took on a big telecom. The first in a two-part series

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Interactive Voice Response Technology 40

Concentrix

MAY 7, 2024

annual savings by transforming the IVR experience via natural language. Discover how one of the largest insurance companies in the world achieved $3.2M

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Interactive Voice Response Banking 62

NobelBiz

JANUARY 28, 2025

’ Read Case Study Industry Examples of Benchmarking Every industry faces unique challenges and requires tailored strategies to meet its specific goals. Implement interactive voice response (IVR) systems that guide customers through common inquiries, such as account balances or appointment scheduling.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

NobelBiz

FEBRUARY 20, 2024

Advanced Functionality: VoIP provides features like Interactive Voice Response (IVR). IVR allows customers to handle routine tasks themselves, freeing up call center agents to address more complex inquiries. RELATED ARTICLE What is IVR? Call centers can easily scale up or down based on call volume.

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voip Interactive Voice Response Contact Center Call Center 105

CSM Magazine

APRIL 27, 2023

Three years prior however, the council had taken the decision to stop its contact centre staff from having to handle telephone payments, as Sue confirms: “As part of our commitment to meeting PCI DSS requirements, we took the decision to take all phone-based payments away from our staff and instead route them via an automated IVR system.

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Interactive Voice Response Accountability Personalization Management 52

Concentrix

MAY 30, 2023

Learn how a leading credit union modernized its IVR with natural language processing to increase utilization, containment, and satisfaction.

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Interactive Voice Response Banking 62

Zappix

OCTOBER 7, 2021

Retailer Hibbett sports leveraged Zappix On-Demand Customer Service solutions to appeal to their digital-savvy customers.

Customer Service 40

Customer Service Interactive Voice Response 40

Zappix

OCTOBER 6, 2021

A BPO partner wanted to stay competitive in the modern customer service landscape and deliver digital automation that scales quickly to handle seasonal peaks.

Customer Service 40

Customer Service Interactive Voice Response 40

NobelBiz

JULY 30, 2024

Modern business phone systems offer a suite of advanced features such as CRM integration, automated call distribution (ACD), and interactive voice response (IVR). It adds useful context to customer contacts and interactions, thus allowing better service.

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voip Interactive Voice Response Contact Center CRM 98

Concentrix

JUNE 6, 2023

See how Concentrix helped an electric utility provider answer the call with enhanced IVR customer service solutions. “How can I help you?”

Interactive Voice Response 62

Interactive Voice Response Self service Customer Service 62

TechSee

DECEMBER 10, 2019

They don’t want IVR menus, hold times or even the perkiest reps. Customers prefer NOT to deal with your customer service team, with 67% wanting to access support without calling. They want to help themselves when it’s most convenient to them and if that’s at 2 am when the contact center has gone dark, so be it.

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Call Center Self service Contact Center Interactive Voice Response 136

NobelBiz

JANUARY 30, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. RELATED ARTICLE What is IVR?

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Call Center Interactive Voice Response Telecommunications Contact Center 103

Hodusoft

JULY 19, 2023

Features such as automatic call distribution , IVR, and CRM integration make call routing more efficient, enable personalized communications, and give agents access to customer data which results in faster resolution to inquiries and improved customer satisfaction. This can lead to cost savings in staffing expenses.

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call center software Call Center Interactive Voice Response Average Handle Time 98

NobelBiz

NOVEMBER 26, 2024

Why You Need to Ask This: Understanding which features are standard, such as IVR, call recording, analytics, and reporting, helps you avoid overpaying for the necessary tools. ’ Read Case Study Questions to Ask Before Renewal 10. These features streamline operations and deliver superior customer experiences.

Call Center 52

Call Center Multi-channel support voip Technical Support 52

Zappix

OCTOBER 6, 2021

One of the largest roadside assistance service providers in the United States wanted to significantly reduce the number of long, expensive calls to its customer service reps and improve the customer experience for stressed road-side callers.

Customer Experience 40

Customer Experience Customer Service Interactive Voice Response 40

NobelBiz

DECEMBER 10, 2024

AI-powered voicebots are advanced conversational agents that use technologies like Natural Language Processing (NLP) , machine learning , and artificial intelligence to replicate human-like interactions. Natural Language Processing (NLP): Enables bots to understand and interpret customer intent, even when phrased conversationally.

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Outbound sales Analytics CRM Scripts 52

Taylor Reach Group

AUGUST 26, 2020

This case study provides some ideas as to how to tackle improving FCR in a contact center. It is noteworthy that certain improvements (such as IVR self-service) changes the distribution of calls and could impact the overall results negatively if FCR is only measured for live contacts. Measuring FCR.

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Analytics Interactive Voice Response Contact Center CRM 121

8x8

FEBRUARY 22, 2018

The easy stuff is done via self-service on your website or via your Interactive Voice Response (IVR). So what can you do to prepare your agents for these types of interactions? They’re well versed in company products, processes, and procedures. They’re exasperated and frustrated. Use metrics and statistics.

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Metrics Interactive Voice Response Chief Customer Officer Contact Center 66

Zappix

OCTOBER 6, 2021

A global leader in mission-critical communications and analytics wanted to improve their customer experience and reduce customer effort when handling complex information.

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Analytics Customer effort Customer Experience Interactive Voice Response 40

Babelforce

MARCH 22, 2021

Most people are familiar with conversational AI due to voice assistants like Alexa and Siri. But it also plays a vital role in customer service via chatbots and Interactive Voice Response (IVR) systems. Conversational AI takes language input, deciphers its meaning, and then generates a suitable response.

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Interactive Voice Response Contact Center Chatbots Self service 52

NobelBiz

FEBRUARY 27, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. A well-calibrated IVR system is the cornerstone for intelligent contact center automation.

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Best practices Call Center Interactive Voice Response First call resolution 104

JustCall

APRIL 27, 2020

Interactive Voice Response (IVR) for the Company’s Remote Contact Center. With IVR on JustCall, this Utah-based insurance company expanded its customer service capabilities. The IVR feature by JustCall allowed the insurance firm to offer a fulfilling experience to the customers.

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Interactive Voice Response CRM Average Handle Time Sales 86

Concentrix

DECEMBER 27, 2024

Learn how a US bank realized an 80% improvement in containment, reduced fraud, and improved customer experience by moving to a natural language IVR.

Banking 48

Banking Interactive Voice Response Customer Experience Technology 48

CSM Magazine

JUNE 30, 2022

Interactive voice response (IVR) can help you immensely by collecting information from your leads and solving their requests independently of live agents. By having an IVR system in place — such as the customizable IVR featured in Phonexa’s Call Logic platform — you can: Expedite the user experience.

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Interactive Voice Response Customer Service Education Marketing 52

Concentrix

SEPTEMBER 7, 2022

The post WoodmenLife Leverages Next-Gen IVR to Enhance Customer Experience appeared first on Concentrix. Learn how implementing next-gen, cloud-based technology enabled WoodmenLife to enhance customer experience and reduce operational costs.

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Interactive Voice Response Customer Experience Technology 48

Concentrix

SEPTEMBER 7, 2022

The post WoodmenLife Leverages Next-Gen IVR to Enhance Customer Experience appeared first on Concentrix. Learn how implementing next-gen, cloud-based technology enabled WoodmenLife to enhance customer experience and reduce operational costs.

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Interactive Voice Response Customer Experience Technology 48

NICE inContact

JANUARY 11, 2019

Just as today we evaluate human agents and IVRs, we need to understand what metrics make sense for assessing bots. In some cases, the same metrics can be applied – but how they are evaluated may be different. If so, register to listen to a replay of the webinar – which includes a quality management case study.

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Quality management Management Average Handle Time Chatbots 18

Global Response

MARCH 27, 2024

Call centers gather data from call logs, voice recordings, customer feedback, chat transcripts, email interactions, and social media communications. Advanced technologies like automatic call distribution (ACD) systems and interactive voice response (IVR) systems also contribute data.

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Big data Call Center Analytics Interactive Voice Response 62

NobelBiz

AUGUST 27, 2024

This process includes collecting details about the caller, such as their phone number, previous interactions, account standing, and the purpose of their call. This information can be obtained from Customer Relationship Management (CRM) systems, Interactive Voice Response (IVR) systems, and even real-time data from live calls.

Interactive Voice Response 52

Interactive Voice Response Contact Center Call Center Wait times 52

NobelBiz

JUNE 11, 2024

This automation speeds up the response time and maintains a high level of accuracy and consistency in communication, reducing the likelihood of human error. By recognizing and interpreting natural language, voice assistants and IVR systems can offer more accurate and contextually relevant responses, improving customer satisfaction.

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Interactive Voice Response Customer Service Chatbots Call Center 52

3CLogic

SEPTEMBER 28, 2022

Additionally, without an integrated voice solution, service providers cannot build intelligent interactive voice response systems (IVRs) that contain crucial context and information about a patient to help solve common problems and route calls to the right agent.

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contact center solutions Cloud contact Healthcare Contact Center 52