SmartAction

SEPTEMBER 16, 2022

One way that IVA “levels up” from the typical IVR is that an IVA will utilize natural language understanding, or NLU. Discover why we’re the top-rated Virtual Customer Assistant solution on Gartner Peer Insights and have been named “The Leader in AI-enhanced Self-Service,” by Frost & Sullivan. GET IN TOUCH.

Interactive Voice Response 93

Interactive Voice Response Virtual Agent Contact Center Engineering 93

NobelBiz

NOVEMBER 6, 2023

A Contact Center’s Toolkit of Automation Tools From Interactive Voice Response (IVR) to Chatbots, these innovations drive efficiency, enhance customer interactions, and boost agent performance. Let’s quickly dive into the automation toolkit that’s transforming the customer service landscape.

Call Center 105

Call Center Interactive Voice Response Customer Service Contact Center 105

pindrop

APRIL 13, 2020

This week, Thursday, April 16, join Sales Engineers, Darren Baldwin and Shawn Hall for an in-depth discussion on how and why criminals are assaulting your IVR and what you can do to address it. How to detect attacks early in the reconnaissance phase as it hides in your IVR. Love our webinars? About Pindrop Pulse.

Interactive Voice Response 52

Interactive Voice Response Self service Call Center Engineering 52

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

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.

Interactive Voice Response 57

Interactive Voice Response Chatbots Self service Virtual Agent 57

NICE inContact

MAY 21, 2019

In a way, self-service in the contact centre is kind of like a buffet: You need a strategy, or you might overeat or miss all the best dishes. It seems like self-service options are everywhere these days. And I know I am not the only fan of faster self-service. What’s your strategy? Many Options.

Self service 54

Self service Interactive Voice Response Virtual Agent Benchmark 54

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

Enghouse Interactive

SEPTEMBER 10, 2020

Access the on-demand playback of our recent webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. Proactive Outbound Engagement + Self-Service = More Success.

Self service 52

Self service Abandon rate Contact Center First call resolution 52

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. Focus on self-service benefits.

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

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

Enghouse Interactive

JUNE 17, 2020

Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research . Help Customers Help Themselves with Self-Service. IVR / Mobile IVR / Chatbots / CRM integrations. Properly configured, IVRs have been shown to reduce call abandon rates by upwards of 50%. Consistent Messaging.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

Noble Systems

FEBRUARY 10, 2021

Self-serve is the new “preferred” service. Limited self-service options and the typical tiered approach to customer service are no longer hitting the mark. It also powers intelligent IVR , optimized and scalable workforce management , predictive analytics , self-service, and hyper automation.

Contact Center 98

Contact Center Gamification Self service Analytics 98

Toister Performance Solutions

APRIL 30, 2020

You have an urgent service issue, so you decide to call. The interactive voice response system (IVR) prompts you to enter some basic account information like the last four digits of your social security number. Then your IVR steps in. Tell me if this has happened to you.

Average Handle Time 80

Average Handle Time Interactive Voice Response Agent Empowerment Contact Center 80

Hodusoft

OCTOBER 25, 2024

Discover Insights at HoduSoft’s Webinar! To shed light on this topic, HoduSoft recently hosted a webinar titled “AI in Healthcare: The Future of Patient Experience,” where experts discussed how AI helps healthcare organizations improve efficiency across all processes, from back-office tasks to patient care.

Contact Center 52

Contact Center Healthcare contact center solutions Consulting 52

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.

Metrics 66

Metrics Interactive Voice Response Chief Customer Officer Contact Center 66

Babelforce

NOVEMBER 4, 2021

You just need to create self-service flows. It’s similar to self-service IVR but for messaging. Just encourage customers to switch channels within your IVR. This will let them use your self-service options instead of speaking to an agent. Check out our recorded webinar on WhatsApp now!

Customer Support 98

Customer Support Contact center software Contact Center Interactive Voice Response 98

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

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. AI Makes It Possible (Blog Series). 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

TechSee

MARCH 28, 2023

A few days ago, we hosted a webinar on the topic of Generative AI, Hype or Practical? Couldn’t make the entire webinar? To watch the webinar, check it out on demand here. We were joined by two of our senior technology experts, Hagai Ben Avi, VP of Integrated Solutions) and Renan Schilman, (VP of R&D).

Chatbots 109

Chatbots Enterprise Interactive Voice Response Call Center 109

NobelBiz

FEBRUARY 27, 2024

By leveraging CRM systems, call centers can enhance customer satisfaction through tailored interactions and responses​​. This capability allows customers to resolve their issues without the need for direct interaction with an agent, leading to faster resolution times and reduced call volumes for more complex queries.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

NICE inContact

JANUARY 11, 2019

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. Change Brought by Omnichannel Interactions.

Quality management 18

Quality management Management Average Handle Time Chatbots 18

Uniphore

AUGUST 12, 2021

By 2023, customers will prefer to begin 70% of self-service requests with conversational voice interactions. How to build a smarter IVR with a multimodal user expereience. View Webinar. It’s also the wave of the future. What Alexa's Smart Display Can Teach Your Call Center.

Best practices 98

Best practices Virtual Agent Scripts Call flow 98

Enghouse Interactive

FEBRUARY 18, 2021

This blog will provide an overview of the key findings from the recent Enghouse Interactive and Metrigy webinar and show where these insights should be applied in your organization to improve the customer experience (CX) and to drive operational efficiencies. . They can be stand-alone but work best when used together.

Contact Center 56

Contact Center Analytics Self service Metrics 56

Noble Systems

MAY 20, 2021

Voice Technologies encompass a broad scope, from speech and analytics engines, IVR, and self-service solutions including chatbots, headphones, and voice-activated applications and services that maximize NLP, NLU, NLG, AI, and more. A conversation with Chris Hodges and Ellwood Neuer at Noble Systems.

Technology 98

Technology Interactive Voice Response Analytics Contact Center 98

Vonage

JANUARY 30, 2019

It’s my favourite webinar of the year – our most popular and great fun! Jonty Pearce, editor of callcentrehelper.com pointed out that the annual webinar, which this post is based on, has a pretty good track record. For instance, what about inventing a non IVR way of connecting customers to the best resource?

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

Cisco - Contact Center

FEBRUARY 18, 2020

An intuitive conversational IVR, powered by Google Dialogflow improves customer self-service experiences over the phone by easily adding modern speech interfaces to existing self-service options. Innovative AI-Powered Self-Service. appeared first on Cisco Blogs.

Contact Center 94

Contact Center Enterprise Self service contact center solutions 94

Talkdesk

MARCH 12, 2020

Those Salesforce data dips are especially relevant when building Interactive Voice Response (IVR) systems and routing to support the many companies that outsource Humach’s contact center services. They want self-serve options. Customizing the customer journey. The customer is changing.

Interactive Voice Response 60

Interactive Voice Response Management Self service Contact Center 60

Enghouse Interactive

OCTOBER 21, 2020

Access the On-Demand Webinar Playback of “How AI-Enabled Super-Agents Improve CX” with Kate Leggett , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Self service 79

Self service Contact Center Benchmark Chatbots 79

Enghouse Interactive

OCTOBER 13, 2020

They need to aggregate data from across the complete spectrum of CX activities, from online with context-aware assistance, to chat and messaging solutions using chatbots and live agents, to voice with intelligent IVR, and email with linguistic routing and intelligent auto-response and finally to analytics with AI insights.

Scripts 96

Scripts Interactive Voice Response Analytics Contact Center 96

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

Playvox

MARCH 19, 2024

The Evolution of Contact Center AI Early uses of AI and machine learning (ML) showed up in call centers years ago in intelligent routing solutions and interactive voice response (IVR) systems. These “cutting-edge” technologies at the time helped managers better distribute and manage voice calls more efficiently.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

SmartAction

APRIL 4, 2023

Discover why we’re the top-rated Virtual Customer Assistant solution on Gartner Peer Insights and have been named “The Leader in AI-enhanced Self-Service,” by Frost & Sullivan. GET IN TOUCH See How We Can Help You Exceed your CX Goals.

Virtual Agent 89

Virtual Agent Chatbots Self service Banking 89

SmartAction

MARCH 7, 2023

This integration will enable voice-enabled self service, a feature that customers are demanding, and the ability to handle complex voice interactions. Conversational AI is the key to augmenting existing technology with a company’s IP. GET IN TOUCH See How We Can Help You Exceed your CX Goals.

Multichannel 86

Multichannel Virtual Agent Self service Accountability 86

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.

Metrics 48

Metrics Interactive Voice Response Chief Customer Officer Contact Center 48

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.

Metrics 48

Metrics Interactive Voice Response Chief Customer Officer Contact Center 48

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

Noble Systems

FEBRUARY 4, 2021

IVR self service has increased by 29%. Voice continues to accelerate with gains of 43%. Check out these related resources: Webinar on Demand: Expert Panel Q&A: How Changing Customer Behavior Will Impact Contact Centers in 2021. Email usage is up by 44%. Agents are not being fully utilized for multiple channels.

Contact Center 94

Contact Center Surveys Interactive Voice Response Chatbots 94