CSM Magazine

AUGUST 31, 2015

Using the latest automated, self-service interactive voice response (IVR) solutions, empowered with artificial intelligence, customer contact centers can improve satisfaction, while keeping costs in check. Artificial Intelligence, or AI, utilizes layers higher-level “thinking” atop traditional IVR.

Interactive Voice Response 63

Interactive Voice Response Customer Service Contact Center Healthcare 63

Enghouse Interactive

SEPTEMBER 1, 2020

In our first blog, we explored how customer expectations are rapidly changing and what organizations should consider as part of their Self-Service strategy. This blog will continue that exploration with some insight into some of the benefits we’ve seen in organizations that have implemented Self-Service.

Self service 83

Self service Contact Center Chatbots First call resolution 83

NobelBiz

APRIL 2, 2024

Feature Set Offer a comprehensive suite of advanced features, including omnichannel routing, advanced IVR systems, workforce management tools, CRM integration, reporting, and analytics capabilities. Focus on essential functionalities such as call routing, basic IVR systems, and basic reporting capabilities. RELATED ARTICLE What is IVR?

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

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). Traditional IVRs, however, typically follow a pre-determined sequence, without the ability to respond intelligently to customer requests.

Contact Center 128

Contact Center Interactive Voice Response Self service Accountability 128

CSM Magazine

JUNE 11, 2020

As fears over coronavirus fuel a sudden spike in contactless transactions, Rob Crutchington explores the vital role of IVR to deliver fast, secure card payments that boost agent performance and customer confidence. Let’s take a closer look: What are the benefits of IVR payments? Secure self-service payments.

Interactive Voice Response 52

Interactive Voice Response Self service CRM Education 52

Uniphore

OCTOBER 21, 2021

This merger adds a new level of best-in-class automation to real-time agent-assisted interactions, and a superior agent performance and customer experience. This empowers business users to accelerate the rapid development and quick implementation of next-gen customer experience applications across self-service and agent-assisted interactions.

Interactive Voice Response 75

Interactive Voice Response Self service Call flow Virtual Agent 75

NobelBiz

FEBRUARY 15, 2023

Nowadays, with the advent of technology, customers have multiple channels to interact with businesses that include self-service options like voice-enabled assistants, online portals, and mobile apps. As a result, self-service is becoming a cornerstone of customer experience in contact centers.

Self service 52

Self service Contact Center Customer Experience Interactive Voice Response 52

AWS Machine Learning

NOVEMBER 15, 2023

In order analyze the calls properly, Principal had a few requirements: Contact details: Understanding the customer journey requires understanding whether a speaker is an automated interactive voice response (IVR) system or a human agent and when a call transfer occurs between the two.

Analytics 117

Analytics Interactive Voice Response Average Handle Time Contact Center 117

3CLogic

MAY 31, 2024

Voice self-service has been an integral part of contact center initiatives for years. Although the reason for using self-service options varies from use case to use case, the majority of us — customers, employees, and enterprise leaders alike — agree it's a convenient service channel.

Self service 59

Self service Enterprise Wait times Abandon rate 59

Callminer

AUGUST 1, 2017

Our solution, VIA Contact Centre, is actually an adapted form of Skype for Business that offers added benefits to the contact center like call recording, smart agent selection, and interactive voice response – the latter is particularly useful as it negates the need for switchboards entirely. Too many portals…”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Uniphore

AUGUST 6, 2021

Alliander Uses Virtual IVR to Improve Millions of Interactions. Almost immediately after the launch of Visual IVR on our national line, the number of calls reaching agents has reduced tangibly. Almost immediately after the launch of Visual IVR on our national line, the number of calls reaching agents has reduced tangibly.

Education 52

Education Interactive Voice Response Self service Contact Center 52

Enghouse Interactive

AUGUST 26, 2020

Register for our upcoming w ebinar “How and Why Customers Use Self-Service” with Steve Morrell, Managing Director and Principal Analyst of ContactBabel . For many businesses, self-service is evolving into becoming a key factor for success. Proper messaging is invaluable in shortening the self-service journey.

Self service 60

Self service Contact Center CRM Customer Support 60

CSM Magazine

JULY 12, 2024

Traditionally, people have interacted with technology via strict, well-defined commands used to complete narrowly specified tasks. In customer service cases, this resulted in traditional IVRs, through which customers gave commands via touchtone user interfaces to get at their desired information or to perform a certain transaction.

Interactive Voice Response 96

Interactive Voice Response Self service Scripts Education 96

Fonolo

SEPTEMBER 15, 2020

They say they don’t ‘agree’ with what the ‘big banks’ represent but use them anyway because of the ease and availability of the services they provide. ’ Educating Gen-Z about your values and the social benefits of your credit union isn’t enough if your technology isn’t up to scratch.

Banking 125

Banking Finance Interactive Voice Response Morale 125

Enghouse Interactive

SEPTEMBER 10, 2020

As is typical of unforeseen events of great magnitude, the pandemic has undermined all existing customer experience (CX) and Self-Service planning assumptions used by Contact Center administrators and operational management teams. Proactive Outbound Engagement + Self-Service = More Success.

Self service 52

Self service Abandon rate Contact Center First call resolution 52

NobelBiz

JANUARY 30, 2024

Engaging Interactive Voice Responses (IVR) Systems Along with AI analytics, implementing well-designed IVR systems is another great strategy businesses can implement to enhance call effectiveness. RELATED ARTICLE What is IVR? All enabled by NobelBiz leading contact center technology.

Call Center 103

Call Center Interactive Voice Response Telecommunications Contact Center 103

Solvvy

AUGUST 22, 2022

Agent assist solutions will save your customer service team time – and allow agents to impress customers with their expertise and efficiency. . Self-service . In some situations, AI customer service can handle requests, start to finish, without the need for human intervention. Interactive Voice Response .

Customer Service 89

Customer Service Interactive Voice Response Chatbots Self service 89

Fonolo

SEPTEMBER 4, 2018

My best guess as to why we see agent employment increasing: The universe of transactions that we do remotely keeps expanding (displacing in-person interactions), and this outweighs any contraction we get from automation. More on that here: Nobody Knows if Voice Is Growing or Shrinking. Self-Service Substitution.

Call Center 209

Call Center Contact Center Self service Chatbots 209

Fonolo

SEPTEMBER 8, 2020

Education and marketing are relatively easy to fix. That means full features in mobile apps, visual IVRs everywhere, and the same level of customer service in-branch as online. Full omnichannel service contributes to the reduction of friction in the member journey, but you need to take things further with Gen-Z.

Interactive Voice Response 108

Interactive Voice Response Banking Self service Technology 108

Fonolo

AUGUST 29, 2019

Shaun Belding, CEO, The Belding Group of Companies, Customer Experience and Leadership Expert: “The world of customer service is continuing to change. More and more organizations are forcibly directing customers to self-serve solutions. Chatbots, IVRs, crowd-sourcing and more are the first gauntlets that customers have to pass.

Contact Center 121

Contact Center Self service Call Center Chatbots 121

CSM Magazine

SEPTEMBER 20, 2021

Educate and train your teams to do “their bit” towards customer happiness. A powerful help desk for customer support helps you create the right support system and empower the customers with self-service as well. Educate your reps to respond to such customers in a more accommodating manner.

Customer Support 98

Customer Support Education Self service Surveys 98

Enghouse Interactive

JUNE 17, 2020

Simultaneously, improving collaboration will also decrease the Average Hold Times (AHT) while increasing customer-servicing capabilities, by complementing agents with “always-on” self-service capabilities that increase customer autonomy and satisfaction. Help Customers Help Themselves with Self-Service.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

NobelBiz

MARCH 26, 2024

It’s the art of utilizing technology to deliver personalized and efficient customer service without losing the human touch that customers value. Customer Experience Automation can encompass a range of technologies such as AI and Machine Learning, Chatbots and IVR Systems, Data Analytics and Insights.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

NobelBiz

OCTOBER 24, 2023

They can include activities such as visiting a website, reading a product review, or engaging with customer service. IVR (Interactive Voice Response) system for initial call routing. Self-service web portal for issue resolution. Personalized recommendations during IVR interactions.

Journey mapping 104

Journey mapping Customer Experience Interactive Voice Response Contact Center 104

Fonolo

JANUARY 29, 2019

With the “era of the customer” in full swing; the increase in customer expectation for omnichannel communication; and the never-ending developments in communication methods through AI-powered self-service; it is easy to overlook the importance that the call center plays in the customer experience. This is listed by 34% of U.S.

Call Center 85

Call Center Airlines Contact Center Self service 85

Calabrio

FEBRUARY 25, 2025

Theres also very frequently overlap between so-called CX platforms and technology termed customer engagement (CEM) solutions, customer journey analytics platforms, and customer relationship management (CRM) solutions, as well as voice of the customer solutions, customer data platforms, contact center platforms, and more.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

SharpenCX

OCTOBER 13, 2021

Your action items for investing in secure cloud technology: Educate employees on cybersecurity risks. Automation has been used for years – it’s woven into your live chat, IVR, and in self-service tools. Yet, they also want to keep interactions between customers and the company feeling personal and human.

Contact Center 128

Contact Center Technology Coaching Cloud contact 128

NobelBiz

FEBRUARY 13, 2024

RELATED ARTICLE CRM Key Features For Customer Service Interactive Voice Response (IVR) An advanced Interactive Voice Response system allows customers to navigate through options using their voice or keypad inputs, efficiently directing them to the appropriate service or information, thereby enhancing self-service capabilities.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

pindrop

JULY 24, 2020

We have held weekly webinars with live Q&A sessions, and are launching our first-ever live Ask Me Anything session to guide you on how to leverage your IVR’s data to predict fraudulent activity months before it occurs. It’s created the perfect storm, especially for financial services.”.

Interactive Voice Response 52

Interactive Voice Response Banking Education Accountability 52

aircall

JANUARY 30, 2017

In order to streamline your customer service, here are some suggestions. Implement interactive voice response , so that they’re always directed to the most competent person to solve their issue. Customer retention through education. Provide self-service resources. Save your customers time.

Customer retention 76

Customer retention Education Self service Feedback 76

Fonolo

MARCH 7, 2019

Popular AI tools like chatbots use NLP (or, the ability to understand human language) to interact with customers on a more sophisticated level than the IVRs of old. This is vital for technology that is, among other things, programmed to answer frequently asked questions and enable customer self-service. Shai Berger.

Engineering 62

Engineering Contact Center Interactive Voice Response Education 62

Enghouse Interactive

SEPTEMBER 29, 2020

Start by using Automated Conversations – as discussed in our recent self-service blog series , an organization has many options to improve the overall experience. Source: PWC/Bains and Co. So, how best to improve the customer experience, and then, the business outcomes?

Interactive Voice Response 83

Interactive Voice Response Self service Chatbots Enterprise 83

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

Tenfold - Contact Center Blog

AUGUST 3, 2018

For customers who prefer to get in touch with customer service over the phone, a clear and straightforward IVR (Interactive Voice Response) system can direct customers to the right department, reducing hold times and unnecessary transfers. Provide self-service options to empower your customers.

Best practices 64

Best practices Customer Service Contact center software Self service 64

Noble Systems

SEPTEMBER 8, 2020

Other essential software technologies to consider for your cloud-based contact center include WFM for schedule optimization; analytics to uncover trends and assist agents during a transaction; and advanced IVR to create new flows or self-service programs to enrich the customer’s experience.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Hodusoft

FEBRUARY 9, 2022

The platform also presents enterprises with an opportunity where they can proactively resolve issues even before they arise by educating consumers on the finer nuances of their product and services and setting expectations right. Self-service. The new-gen customer is tech-savvy and independent.

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

aircall

NOVEMBER 4, 2016

Studies show that computer-telephone integration r educes the average length of a call. Therefore, your team increases its productivity, and your customers enjoy a higher quality of service. Managers can: Assign calls to the agent best suited to solving a specific support issue (language, location, IVR selections, etc.).

Customer Support 83

Customer Support Interactive Voice Response Call Center Automatic Callback 83