SmartAction

SEPTEMBER 16, 2022

Asking Alexa to play your favorite podcast and have her quickly play it for you is made possible by the same type of technology that allows contact centers across the world to automate voice conversations. Conversational AI is making the contact center and customer service industries better than ever. Watch Now.

Interactive Voice Response 93

Interactive Voice Response Virtual Agent Contact Center Engineering 93

ProProfs Blog

DECEMBER 22, 2020

This trend of call centers for chat support shifted to contact centers for chat support when internet usage became quite popular. And that’s not the only change businesses had to accommodate while running a contact center for chat support. Challenges Faced by Contact Centers. That’s not all.

Contact Center 130

Contact Center Call Center Feedback Wait times 130

Callminer

NOVEMBER 6, 2018

Don’t be fooled by a thin slicing your customer experience – turn your contact center into an insight center! By adding data from other systems – such as the IVR system – you can also see the impact of poorly performing systems on both the emotion and content in a call.

Scripts 186

Scripts Call Center Call center experience Contact Center 186

Hodusoft

APRIL 27, 2022

Omnichannel Contact Center: A Beginner’s Guide to Scale Up. Earlier, call centers had limited resources making it difficult for tech support to handle every query. Today the concept of the omnichannel contact center has transformed the scenario. An overview of Multichannel Contact Centers.

Contact Center 105

Contact Center Multichannel Contact center software Interactive Voice Response 105

Aspect

MARCH 26, 2020

A large technology company was being inundated with inbound calls and needed an approach to “insulate their contact center.” ” They wanted to throttle the amount of calls that route to an agent in their call center. The customer was in favor and immediately made the suggested changes to their IVR.

At home agents 155

At home agents Contact Center Interactive Voice Response Call Center 155

Noble Systems

FEBRUARY 10, 2021

What Contact Centers Can Do Now to Address Shifting Customer Behaviors. In response, companies must renew their focus on delivering the best possible customer experience every time, and across all touchpoints. Here are the top things that contact centers can do now to deliver on the ever-shifting demands of customers.

Contact Center 98

Contact Center Gamification Self service Analytics 98

NobelBiz

NOVEMBER 6, 2023

In today’s fast-paced digital environment, intelligent automation has become a powerful force, propelling change within call centers across the globe. Contact centers serve as the lifeblood of customer service for countless businesses, and the integration of intelligent automation holds the key to unlocking their full potential.

Call Center 105

Call Center Interactive Voice Response Customer Service Contact Center 105

Thinq

OCTOBER 6, 2017

Despite the industry’s recent focus on IVR, chatbots, social media etc.—the the average consumer still prefers authentic, human-to-human voice support. In fact, voice still accounts for roughly 50% of all contact center interactions. How Toll-Free LCR Benefits Contact Centers [Webinar].

Contact Center 55

Contact Center Technical Support Interactive Voice Response Call Center 55

Cisco - Contact Center

JUNE 18, 2020

Driving Business Growth for Customers with the Intelligent Contact Center. Over the past year, Cisco has been advancing our contact center portfolio to help our customers drive business growth and competitive differentiation. Contact Center Installed Base. Identified by Aragon Research. Focus on AI.

Contact Center 95

Contact Center Enterprise contact center solutions Cloud contact 95

Cisco - Contact Center

FEBRUARY 18, 2020

“I need the business agility, flexibility, and speed of new feature delivery that cloud offers while protecting my contact center investments.”. “I I need easy access to cloud-based applications that work seamlessly with my on-premises contact center infrastructure”. Do These Challenges Sound Familiar? You’re not alone!

Contact Center 94

Contact Center Enterprise Self service contact center solutions 94

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

Hodusoft

OCTOBER 25, 2024

Can AI-Powered Contact Centers Enhance Patient Care? Discover Insights at HoduSoft’s Webinar! The webinar featured an expert panel of speakers: Mr. Vasant Gohil (Business Development Head at HoduSoft for Southern & West Africa), Adeyinka Adedokun (CEO of Avetium Consult Ltd.),

Contact Center 52

Contact Center Healthcare contact center solutions Consulting 52

Playvox

MARCH 19, 2024

Some of the most common uses of AI have been game changers: Virtual assistants like Siri guiding us on our way and finding information in an instant Fraud detection from our financial institutions Medical diagnoses and healthcare Contact centers are no exception and stand to gain significant business and operational benefits from AI.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Contact Center Pipeline

NOVEMBER 6, 2019

Do you understand which channels your customers prefer to contact your organization? In a recent contact center webinar conducted by Jacada, 42% of the attendees replied they don’t fully understand their customers’ preferred channel. Let’s have a heart to heart.

Self service 28

Self service Contact Center Interactive Voice Response Call Center 28

pindrop

MAY 7, 2020

Access to personal information leads to validating the data with targeted institution’s own customer services tools, mainly through contact center agents directly, or through the automated interactive voice response systems. . The New Fraud Scripts. Travel-Related Inconveniences and Emergencies . Caretaker Fraud.

Scripts 79

Scripts Contact Center Interactive Voice Response Banking 79

NobelBiz

NOVEMBER 26, 2024

At NobelBiz, we ’ ve redefined support with our client advocate model, proactively addressing potential challenges and ensuring our clients ’ contact centers operate at peak efficiency around the clock.” – Christian Montes Executive Vice President Client Operations 2. NobelBiz goes beyond the traditional 24/7/365 support model.

Call Center 52

Call Center Multi-channel support voip Technical Support 52

Fonolo

OCTOBER 5, 2023

FREE WEBINAR: Is Your Chatbot Really Just an IVR? 25, 2pm ET/11am PT for a live 30-min webinar. You wouldn’t be the first customer service professional to ask themselves if a chatbot is really any different than an IVR. If your chatbot seems like an IVR, are you doing something wrong? Join us Oct. Save your seat!

Interactive Voice Response 57

Interactive Voice Response Chatbots Self service Virtual Agent 57

Noble Systems

SEPTEMBER 8, 2020

COVID-19 has forced many contact centers to quickly transition from onsite to, in some cases, fully remote operations. A cloud-based contact center makes the transition to a remote workforce, quick and easy. Yet Dave was able to leverage the Noble Contact Center solution to transition his agents to 100% WFH within a week!

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

NobelBiz

NOVEMBER 20, 2023

Experience the richness of the NobelBiz Voice Carrier Network , our comprehensive voice carrier network and phone service. This includes advanced capabilities like built-in IVR tools, versatile routing options, and effective compliance tools, among others. Read more about the NobelBiz self-service IVR system here.

Interactive Voice Response 103

Interactive Voice Response voip contact center solutions Contact Center 103

pindrop

JULY 13, 2020

Are you using an Interactive Voice Response (IVR) system to serve your customers? 60% of fraud starts in the contact center, usually in the IVR. Register for the Protecting the IVR: 3-Part Webinar Series. Register for the Protecting the IVR: 3-Part Webinar Series.

Interactive Voice Response 40

Interactive Voice Response Contact Center Banking 40

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. RELATED ARTICLE What is IVR?

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Aspect

JANUARY 23, 2020

Join us for our upcoming Aspect Software User Group Association (ASUGA) webinar , Thursday, February 13, 2020 at 12:00PM EST : Going Beyond Channels: The Importance of Delivering Omnichannel Experiences. . Join this webinar to learn: . How contact centers can provide omnichannel experiences to their customers.

Banking 62

Banking Interactive Voice Response Contact Center Technology 62

Call Experts

DECEMBER 18, 2019

According to The State of IVRs in 2018 webinar, 83% of users would avoid a company after a poor experience with an interactive voice response. To build an easy to use IVR that helps your customers follow these five tips! Call Experts' 5 Tips for a Successful IVR. Do you need to upgrade your IVR?

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

Thinq

OCTOBER 6, 2017

Despite the industry’s recent focus on IVR, chatbots, social media etc.—the the average consumer still prefers authentic, human-to-human voice support.

Contact Center 40

Contact Center Interactive Voice Response Chatbots Enterprise 40

Thinq

OCTOBER 6, 2017

Despite the industry’s recent focus on IVR, chatbots, social media etc.—the the average consumer still prefers authentic, human-to-human voice support. In fact,… The post Webinar: How Toll-Free LCR Benefits Contact Centers appeared first on thinQ.

Contact Center 40

Contact Center Interactive Voice Response Chatbots Call Center 40

Thinq

OCTOBER 6, 2017

Despite the industry’s recent focus on IVR, chatbots, social media etc.—the the average consumer still prefers authentic, human-to-human voice support. In fact,… The post Webinar: How Toll-Free LCR Benefits Contact Centers appeared first on thinQ.

Contact Center 40

Contact Center Interactive Voice Response Chatbots Call Center 40

Toister Performance Solutions

APRIL 30, 2020

The interactive voice response system (IVR) prompts you to enter some basic account information like the last four digits of your social security number. And if your contact center is doing this to customers, you're also wasting precious handle time by not empowering your agents to serve people faster.

Average Handle Time 80

Average Handle Time Interactive Voice Response Agent Empowerment Contact Center 80

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Technology always needs focus.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. There is still a large untapped market for cloud solutions though, with 56% of contact center respondents in our 2017 survey stating that they did not use any form of cloud-based functionality at all.”. Where to get it: [link].

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

NobelBiz

OCTOBER 24, 2023

IVR (Interactive Voice Response) system for initial call routing. SMS text messaging In-person (for retail contact centers) Of course, the easy way of deploying, managing and tracking all these channels is to opt for a cloud contact center platform such as NobelBiz OMNI+ that allows full omnichannel operability.

Journey mapping 104

Journey mapping Customer Experience Interactive Voice Response Contact Center 104

8x8

FEBRUARY 22, 2018

Do customers hear this when they reach your contact center? Every time agents get a new contact, their desktop displays customer-relevant information. The easy stuff is done via self-service on your website or via your Interactive Voice Response (IVR). “Sure, I can help.”. So, how to proceed?

Metrics 66

Metrics Interactive Voice Response Chief Customer Officer Contact Center 66

Guru

NOVEMBER 8, 2018

With the advent of things like chatbots, artificial intelligence (AI), interactive voice response, and machine learning, novel technologies continue to disrupt the contact center industry. These advances often fuel the fear that automation will someday replace humans.

Interactive Voice Response 49

Interactive Voice Response Chatbots Contact Center Technology 49

Fonolo

JANUARY 17, 2018

Interactive Voice Response (IVR). The standard IVR experience involves calling a company, hearing endless options, and eventually pressing “0” to speak to someone. However, chatbots do play an important part in the evolution of the IVR. This context is not understood by an IVR, but the chatbot.

Chatbots 125

Chatbots Interactive Voice Response Virtual Agent Contact Center 125

NICE inContact

JANUARY 11, 2019

More recently, the topic of artificial intelligence (AI) and its role in customer care has been one that contact center managers have wanted to learn more about. It often seems that AI is becoming the answer for EVERYTHING but contact center leaders can struggle to understand how it can help specific employees with specific roles.

Quality management 18

Quality management Management Average Handle Time Chatbots 18

pindrop

JULY 6, 2021

Contact center authentication defends your business, but many leaders are struggling with choosing the best type of authentication solution for them. Passive Authentication is the process of authenticating callers without any interaction with the caller or required actions on behalf of the agent or the caller themselves.

Contact Center 70

Contact Center Average Handle Time APIs Best practices 70