SmartAction

NOVEMBER 8, 2023

When designing your call flow, there are some essential things to keep in mind to provide an optimized experience. Use a natural, empathetic voice. No one wants to listen to an unfriendly, unhelpful, and inhuman voice. In these two very different customer conversations, you’ll see the difference intelligent IVR makes.

Virtual Agent 89

Virtual Agent Interactive Voice Response Call flow Contact Center 89

DMG Consulting

MARCH 13, 2025

These applications deliver a persistent and consistent user experience across all touchpoints to reduce customer effort and enhance the customer experience (CX) while increasing self-service automation. without the help of a live agent, salesperson, or other employee.

Interactive Voice Response 62

Interactive Voice Response Self service Virtual Agent Consulting 62

TechSee

NOVEMBER 19, 2019

Interactive voice response (IVR) allows a company’s computer system to engage with customers through voice and touch-tone telephone keypads. Today, it is evolving into the Conversational IVR model that offers much more than a simple customer routing system. Press 2 to speak to a representative.

Interactive Voice Response 19

Interactive Voice Response Self service Abandon Call Virtual Agent 19

SmartAction

FEBRUARY 27, 2023

When it comes to customer service, businesses have a variety of tools at their disposal to make the process as smooth and efficient as possible. Two popular options are Interactive Voice Response (IVR) and Intelligent Virtual Agent (IVA). Let’s break down the difference between IVR and IVA.

Interactive Voice Response 78

Interactive Voice Response Contact Center Virtual Agent Self service 78

Talkdesk

SEPTEMBER 9, 2020

This tendency, coupled with increasingly mature artificial intelligence (AI) technologies, has raised attention to the role and impact of virtual agents in contact centers and customer experience (CX). What is a virtual agent? The post What is a virtual agent and how does it work?

Virtual Agent 65

Virtual Agent Interactive Voice Response Self service Contact Center 65

UJET

DECEMBER 10, 2020

Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick. Virtual Agents are designed to be your human agents’ Pippen or Harrison or Gehrig (pick your sport). What, Exactly, Are Virtual Agents? Intelligence Is a Matter of Features.

Virtual Agent 72

Virtual Agent Customer Service Interactive Voice Response Average Handle Time 72

UJET

DECEMBER 10, 2020

Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick. Virtual Agents are designed to be your human agents’ Pippen or Harrison or Gehrig (pick your sport). What, Exactly, Are Virtual Agents? Intelligence Is a Matter of Features.

Virtual Agent 72

Virtual Agent Customer Service Interactive Voice Response Average Handle Time 72

ShepHyken

DECEMBER 8, 2017

Until recently, contact centers were playing a passive role in customer service by responding to basic queries, but not necessarily playing any major role in the strategy for customer experience (CX). Adopt a contact center technology which empowers the customers. They are seeking convenience along with a quick response.

Contact Center 114

Contact Center Customer Service Virtual Agent Chatbots 114

SmartAction

MARCH 18, 2019

IVR automation has been around for awhile, but for the most part, it just hasn’t been very good. Everyone knows the limitations of IVR systems, and customers have a gag reflex when they hear most call automation. These omnichannel solutions are known as AI-powered virtual agents. It’s hard to blame them.

Virtual Agent 69

Virtual Agent Interactive Voice Response Contact Center Chatbots 69

SmartAction

SEPTEMBER 16, 2022

The ability of conversational AI technology to detect and understand speech are two of the biggest challenges faced by the Intelligent Virtual Agent (IVA). One way that IVA “levels up” from the typical IVR is that an IVA will utilize natural language understanding, or NLU. How Virtual Agents Help the Live Agent Workforce.

Interactive Voice Response 93

Interactive Voice Response Virtual Agent Contact Center Engineering 93

Interactions

JANUARY 21, 2025

Thats what you risk if youre still relying on outdated solutions like chatbots or interactive voice response (IVR) tools. A modern approach to customer communications can help you transform crisis into connection, building customer trust and enhancing satisfaction.

Interactive Voice Response 62

Interactive Voice Response Chatbots Virtual Agent Government 62

UJET

MARCH 22, 2021

The IVR isn’t a topic that gets enough coverage. We gravitate to the shinier objects and tend to focus more on the agent experience, omnichannel, and artificial intelligence. Meanwhile, your IVR can be one of the biggest drivers of good vs bad CX. It’s the end to end customer journey that matters.

Interactive Voice Response 82

Interactive Voice Response Virtual Agent Contact Center Self service 82

SmartAction

OCTOBER 25, 2023

The voice channel has the potential to provide rich data on customer sentiments, pain points, and preferences, which, if harnessed effectively, can drive strategic decision-making and enhance overall customer experience. Leveraging Telephony for Enhanced Customer Engagement So, what do customers truly desire?

Interactive Voice Response 91

Interactive Voice Response Customer Service Virtual Agent Self service 91

SmartAction

NOVEMBER 22, 2023

Artificial Intelligence (AI) provides an unprecedented opportunity to revolutionize the call center experience for the 59% of your customers who prefer telephone communication. We’re not talking about the time-consuming interactive voice response (IVR) of the past that provided a less-than-optimal customer experience.

Contact Center 91

Contact Center Interactive Voice Response Virtual Agent Management 91

SmartAction

APRIL 11, 2024

When designing your call flow, there are some essential things to keep in mind to provide an optimized experience. Use a natural, empathetic voice. No one wants to listen to an unfriendly, unhelpful, and inhuman voice. In these two very different customer conversations, you’ll see the difference intelligent IVR makes.

Virtual Agent 70

Virtual Agent Interactive Voice Response Call flow Contact Center 70

Balto

MARCH 3, 2025

Predictive analytics play a crucial role in anticipating customer needs and optimizing call center operations. The key lies in balancing automated efficiency with human expertise to create superior customer experiences. Smart routing systems direct complex issues to skilled agents while resolving simple queries automatically.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

Interactions

AUGUST 13, 2020

As virtual assistants become more advanced, they are able to take over more and more transactions and offer positive customer experiences on par with live agents. However, there will always be a place for human agents, and the key is knowing when to use which (or both).

Virtual Agent 71

Virtual Agent Self service Healthcare Interactive Voice Response 71

Creative Virtual

APRIL 21, 2022

Here are a few questions to ask about your customer service to help make it more pleasant than cleaning a toilet: Do you make it easy for customers to reach your contact center? Self-service options like chatbots and virtual agents are increasingly preferred by customers, but they can’t – and shouldn’t!

Customer Support 105

Customer Support Interactive Voice Response Virtual Agent Contact Center 105

Serenova

OCTOBER 13, 2020

Improving the Customer Experience. Anyone who has called into a contact center to receive direct customer service by phone knows that the experience can be incredibly convoluted. That’s where Omilia comes in with its AI-powered virtual assistant. In the contact center, agent time is money. Reducing Costs.

Interactive Voice Response 66

Interactive Voice Response Customer Experience Virtual Agent Contact Center 66

SmartAction

AUGUST 14, 2019

The first hold onto their existing IVR and merely transfer routine conversations to AI-powered virtual agents while transferring the rest to live agents. This gives them a feel for the customer experience and immediate ROI. IVR replacement for intent capture, authentication, and routing.

Interactive Voice Response 57

Interactive Voice Response Virtual Agent Self service Personalization 57

Outsource Consultants

JANUARY 11, 2018

In a recent article , Shelby Faris takes in in-depth look at Interactive Voice Response (IVR) technology. She acknowledges that though IVR is a vital component of many companies’ customer service, it’s not without its faults. 4 Ways Companies Benefit from Using IVR Services. Need IVR services?

Interactive Voice Response 52

Interactive Voice Response outsourcing Virtual Agent Consulting 52

DMG Consulting

AUGUST 9, 2018

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. What: Releases 2018 Intelligent Virtual Agent Product and Market Report. The 2018 Intelligent Virtual Agent Product and Market Report is the only in-depth analysis of these emerging solutions.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

Calabrio

MARCH 31, 2025

This generative capacity, we now know full well, can enable dynamic, context-aware interactions , allowing businesses, through a number of use cases, to deliver highly personalized and efficient contact center customer experiences. How much more time and effort would they be able to channel into improving customer experiences?

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

Dialer 360

JANUARY 19, 2022

Virtual agents. Organizations are faced with more possibilities for producing powerful customer experiences as compared to others. However, those days are gone when static and slow IVR are used in the call center for customer service. Ai empowered assistants are called virtual assistants.

Virtual Agent 48

Virtual Agent Call Center Interactive Voice Response Technology 48

Balto

MARCH 17, 2025

Businesses that harness this information effectively can boost customer satisfaction by up to 25% while reducing churn. The key is turning raw interactions into actionable call center insights that enhances both efficiency and customer experience. But simply collecting data isnt enough.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

DMG Consulting

AUGUST 10, 2018

Recent advancements in artificial intelligence (AI) technology coupled with consumer preference for digital channels, is driving interest in and adoption of intelligent virtual agents (IVAs) and a related technology, robotic process automation (RPA). Customer Benefit. Intelligent virtual agents (IVAs). Technology.

Interactive Voice Response 78

Interactive Voice Response Virtual Agent Self service Contact Center 78

AWS Machine Learning

SEPTEMBER 29, 2022

The rise of artificial intelligence technologies enables organizations to adopt and improve self-service capabilities in contact center operations to create a more proactive, timely, and effective customer experience.

Virtual Agent 73

Virtual Agent Call flow Interactive Voice Response Contact Center 73

Fonolo

JANUARY 17, 2018

Virtual Agent. Calling chatbots “virtual agent” is actually doing virtual agents an injustice, so please stop doing this. Virtual agents actually have a much broader use. Virtual Assistant. Interactive Voice Response (IVR). Natural Language Processing (NLP).

Chatbots 125

Chatbots Interactive Voice Response Virtual Agent Contact Center 125

Upstream Works

DECEMBER 20, 2022

There are many areas where emerging applications are poised to make a big impact during 2023, both for improving the agent experience (AX) and for making the customer experience (CX) smarter. Virtual Agent. A second virtual agent use case is assisting or coaching agents during the interaction with customers.

Customer Experience 78

Customer Experience Virtual Agent Contact Center Scripts 78

Fonolo

OCTOBER 5, 2023

FREE WEBINAR: Is Your Chatbot Really Just an IVR? With their narrow conversation flows and questions that often don’t lead to an answer – or an agent – chatbots don’t always seem all that revolutionary. You wouldn’t be the first customer service professional to ask themselves if a chatbot is really any different than an IVR.

Interactive Voice Response 57

Interactive Voice Response Chatbots Self service Virtual Agent 57

DMG Consulting

MARCH 11, 2022

2022: The Year Dedicated to Improving the Customer Experience. In this year’s survey, DMG identified the direction organizations are taking and enhancements they are planning to make to improve their overall customer experience (CX) and performance of their contact centers. 2022 Top Contact Center Priorities/Goals.

Customer Experience 71

Customer Experience Interactive Voice Response Contact Center Self service 71

SmartAction

APRIL 11, 2024

When designing your call flow, there are some essential things to keep in mind to provide an optimized experience. Use a natural, empathetic voice. No one wants to listen to an unfriendly, unhelpful, and inhuman voice. In these two very different customer conversations, you’ll see the difference intelligent IVR makes.

Virtual Agent 52

Virtual Agent Interactive Voice Response Call flow Contact Center 52

DMG Consulting

MARCH 1, 2020

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. In fact, something bizarre happened on the way to the new decade: The most hated form of customer service has become one of the most preferred.

Self service 87

Self service Interactive Voice Response Enterprise Virtual Agent 87

SmartAction

JANUARY 11, 2019

AI-powered virtual agents present significant potential to improve the customer experience (CX) via call center automation. Leaders should focus more on the actual ways in which AI-powered customer service can provide practical solutions to specific CX-related challenges.

Virtual Agent 46

Virtual Agent Contact Center Interactive Voice Response Call Center 46

DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. What: Releases 2017 Intelligent Virtual Agent Product and Market Report. The 2017 Intelligent Virtual Agent Product and Market Report is the only in-depth analysis of these emerging solutions. When: Today, 19 July 2017.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

ConvergeOne

SEPTEMBER 20, 2022

Your call is probably answered by an IVR (Interactive Voice Response) system. You know the ones: If you’re a new customer, press 1. Existing customers, press 2. You entered your order or customer number in the IVR. You were identified and authenticated by the IVR.

Interactive Voice Response 74

Interactive Voice Response Virtual Agent Contact Center Surveys 74

NICE inContact

OCTOBER 12, 2018

Customers want better and faster self-service options, especially in the voice channel thanks to the popularity and increased adoption of conversational home/personal assistants. This is the first of four ways that virtual agents are automating the contact center.

Virtual Agent 48

Virtual Agent Contact Center Average Handle Time Interactive Voice Response 48