Fonolo

OCTOBER 20, 2022

Read on for a quick overview of call center security, or take a deep dive on the topic with our comprehensive white paper. IVR security. And employing the right solutions WILL keep your customers and your business safe. READ THE FULL GUIDE: Contact Center Security: A Guide to Keeping Your Data Safe. (It Zero Trust.

Call Center 146

Call Center Contact Center industry standards Interactive Voice Response 146

Uniphore

JANUARY 26, 2017

Click to Read White Paper. Visual IVR has gone mainstream. However, not all Visual IVR solutions are the same. Introduction. Widespread adoption of this digital technology is taking place rapidly. This document outlines the features you should look for in a digital engagement platform. Read More.

Interactive Voice Response 56

Interactive Voice Response Technology 56

UJET

DECEMBER 2, 2020

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago. But now the world is very different.

Contact Center 72

Contact Center Interactive Voice Response Self service Virtual Agent 72

UJET

DECEMBER 2, 2020

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago. But now the world is very different.

Contact Center 56

Contact Center Interactive Voice Response Self service Virtual Agent 56

Zappix

JULY 2, 2024

This white paper explores the shifting paradigm of customer care outsourcing, highlighting its emergence as a strategic tool for businesses seeking to enhance their customer experience capabilities.

Customer Care 52

Customer Care outsourcing Interactive Voice Response Analytics 52

Momentum Telecom

OCTOBER 24, 2022

Voice-enabled Microsoft Teams and Momentum Connect with Webex installations allow for collaboration among your employees, customers, and suppliers, regardless of their location. Additional Services. We also offer other state-of-the-art services , including: Omni-channel Contact Centers. Call Recording and Reporting. CRM Integration.

Management 98

Management Interactive Voice Response CRM Technology 98

Help Scout

AUGUST 11, 2021

They offer call-back systems, conversation scheduling, and visual IVR. Fonolo also offers several other resources if blog posts aren’t your preferred way of learning, for example: White papers. HubSpot has a regular publishing cadence of content like webinars, blog posts, white papers, and ebooks. White papers.

Customer Service 82

Customer Service Coaching Education Best practices 82

Fonolo

JULY 19, 2018

But it did bring a smile to my face as I recalled the Fonolo experiments where we used our own voice bots to interact with IVRs. White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry.

Call Center 72

Call Center Self service Contact Center Interactive Voice Response 72

TechSee

MARCH 19, 2018

With AI, call centers are equipped with a wide range of voice analytics, enabling recognition of customer, accent, gender, and emotion, as well as powering conversational IVRs and voice based virtual assistants.

Call Center 84

Call Center Technical Support Contact Center contact center solutions 84

TRUSTID

JANUARY 20, 2019

Frustrating IVR transfers. When callers can’t get authenticated in the IVR system, their frustration typically leads to a request to speak to a live agent. Then, there’s the cost for IVRs, which is 10 cents a minute. Then, there’s the cost for IVRs, which is 10 cents a minute. This incurs two costs.

Interactive Voice Response 57

Interactive Voice Response Contact Center Call Center Best practices 57

Cisco - Contact Center

DECEMBER 17, 2020

With the new Webex Contact Center, we’ve integrated Webex Experience Management post-call surveys which can be sent to customers via text, email, or IVR so you can get immediate feedback about their experience. Four Journeys, One Destination: The Cloud , a white paper by McGee-Smith Analytics. Welcome to the All New Webex.

Customer Experience 108

Customer Experience Contact Center APIs Analytics 108

Fonolo

JANUARY 31, 2018

There’s some overlap with our recent post Chatbots Won’t Save Us From IVR Hell , we also covered chatbots in our most recent webinar.). White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. Key findings: “…The reason [machine learning.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

NICE inContact

AUGUST 20, 2019

What functionality do I need beyond the basics of ACD , IVR and reporting ? If you want to learn more and hear firsthand from Sheila as she discusses this framework, consider attending her webinar or by reading her white paper “ Navigating the Contact Center Purchase Decision ”. Why go “cloud” or stay with an on-premises system?

Contact Center 54

Contact Center Contact center software contact center solutions CRM 54

NICE inContact

AUGUST 20, 2019

What functionality do I need beyond the basics of ACD , IVR and reporting ? If you want to learn more and hear firsthand from Sheila as she discusses this framework, consider attending her webinar or by reading her white paper “ Navigating the Contact Center Purchase Decision ”. Why go “cloud” or stay with an on-premises system?

Contact Center 54

Contact Center Contact center software contact center solutions CRM 54

Callminer

APRIL 23, 2019

A Contact Center World white paper on security and PCI compliance in cloud-based contact centers offers an example of how this might work: ‘A sales representative might be able to view customer details, but they may not be able to update or delete them.

Best practices 159

Best practices Call Center Banking Contact Center 159

SmartAction

SEPTEMBER 25, 2018

The following is an excerpt from Frost & Sullivan’s white paper, “The AI-Powered Virtual Agent: Actionable Strategies for Contact Center Leaders.”. Read the full paper to find out how leading companies are using cloud-based virtual agents to automate more in their contact centers. Limited Automation Options.

Virtual Agent 40

Virtual Agent Interactive Voice Response Contact Center Self service 40

Fonolo

AUGUST 1, 2018

But on the other hand, this line jumped out at me from a piece covering the event: “Dialogflow can allow a business to replace its IVR completely, instead using AI to discern how to route a customer based on analyzing call intent” [Google Cloud product manager] Laqab said. White Paper: The Secret Sauce for Increasing Customer Happiness.

Contact Center 52

Contact Center Call Center Interactive Voice Response Chatbots 52

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

NICE inContact

OCTOBER 29, 2018

What to consider beyond the basics of ACD, IVR and reporting. If you want to learn more and hear firsthand from Sheila as she discusses this framework, consider attending her webinar “ Best Practices for Building a Modern Contact Center ” or by reading her white paper “ Navigating the Contact Center Purchase Decision ”.

Best practices 48

Best practices Contact Center Contact center software contact center solutions 48

UJET

FEBRUARY 11, 2020

Whether it’s through voice, text, or sharing photos and videos, the experience is identical.

Transportation 72

Transportation Interactive Voice Response Customer Support Surveys 72

Natalie Petouhof

AUGUST 15, 2022

“There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper.

Customer Experience 52

Customer Experience Analytics Surveys Big data 52

Fonolo

FEBRUARY 7, 2013

This will typically include the time a caller was waiting and any time the phone is ringing, but not the time it takes a caller to navigate the IVR. As mentioned, it doesn’t typically include the time a customer spends going through the IVR tree (if you have one). Poor IVR or hold procedure. Test your IVR system regularly.

Call Center 62

Call Center Interactive Voice Response Abandon rate Wait times 62

Zappix

DECEMBER 19, 2023

Text messages, emails, website connectivity, QR codes on printed material, letters mailed to debtors, and those calling your IVR itself all benefit from on-demand Zappix solutions. The post Digital Debt Collection Fact Sheet appeared first on Zappix.

Interactive Voice Response 52

Interactive Voice Response Analytics 52

Momentum Telecom

OCTOBER 24, 2022

Voice-enabled Microsoft Teams and Momentum Connect with Webex installations allow for collaboration among your employees, customers, and suppliers, regardless of their location. Download your copy now and learn more about the burgeoning managed network services industry and Momentum’s capabilities in that arena.

Management 40

Management Interactive Voice Response CRM Technology 40

Calltools

SEPTEMBER 4, 2019

Blog posts, white papers, and guides all offer value to your leads. In addition to email templates, follow-up reminders, and contact lists, Call Tools helps you improve lead nurturing with a predictive dialer, click-to-call, preview dialer, web phone, and interactive voice response.

call center software 40

call center software Call Center Sales Interactive Voice Response 40

Zappix

DECEMBER 19, 2023

The cloud-based solutions improve the customer journey during contact center interactions. The open platform enables workflow automation, rapid deployments, and seamless integration to back-end systems (CRMs, ERPs, etc.), The post Zappix Brochure appeared first on Zappix.

Healthcare 52

Healthcare Interactive Voice Response Self service Contact Center 52

Zappix

DECEMBER 19, 2023

Businesses must consistently offer premium customer experiences through every customer interaction to generate brand advocacy, customer satisfaction, retention, and revenue. The post Digital Customer Experience appeared first on Zappix.

Customer Experience 52

Customer Experience Interactive Voice Response Enterprise Customer Service 52

Global Response

FEBRUARY 13, 2022

Look at reviews from other customers and read white papers or case studies from your potential call center partner to see what kinds of results they’ve been able to deliver for other businesses (especially businesses within your sector or industry).

Call Center 62

Call Center outsourcing Telemarketing Business Process Outsourcing 62

SmartAction

OCTOBER 2, 2018

At the same time, our IVR was limited on capabilities and the traditional approach of hiring professional services to build out more functionality was both time and cost prohibitive for us. Discover the 3-5 call types and chats in your contact center that are perfect for AI automation by scheduling your AI-Readiness Assessment.

Virtual Agent 48

Virtual Agent Average Handle Time Contact Center outsourcing 48

inmoment

SEPTEMBER 6, 2018

They keep detailed notes and code each interaction to track quantities. IVRs route calls to varying teams based on customer inputs. Read this InMoment white paper on the case for data unification and how it will benefit you! Ready to get a big-picture look at your customer experience and contact center data?

Contact Center 40

Contact Center Customer Experience Interactive Voice Response outsourcing 40

Uniphore

NOVEMBER 19, 2021

In this article, we’ll explore how AI and automation can help organizations across all industries: Automate Collections Outreach Using an intelligent virtual assistant (IVR) powered by conversational AI, collections departments and agencies can automate outreach to delinquent customers. By leveraging the power of conversational AI.

Coaching 52

Coaching Interactive Voice Response Self service 52

Fonolo

MAY 31, 2018

Marked Urgent: Improving the Voice Channel . Over the years, Interactive Voice Response (IVR) has earned a bad rap for being a less-than-perfect tool, though it actually has the potential to be of tremendous value to customers. Therefore, businesses can no longer run from customers by keeping them in “IVR hell”. (As

Interactive Voice Response 86

Interactive Voice Response Customer Service Customer advocacy Benchmark 86

Fonolo

NOVEMBER 30, 2017

Yes, we know digital channels are growing in popularity, but the truth is that the voice channel is as important as ever. In Fonolo’s latest white paper, “ 9 Critical Contact Center Trends for 2018 ,” it’s revealed that 18-24 year olds actually express an increased appreciation for the voice channel.

Interactive Voice Response 194

Interactive Voice Response Call Center Contact Center Metrics 194

Fonolo

FEBRUARY 20, 2020

Whether that’s with smarter self-service options like chatbots and visual IVRs, or with better decision-making tools to help agents get to the right solution faster, companies are relying on AI and smart automation to fill the gap. This white paper explores key areas that are sure to shake up the industry.

Contact Center 101

Contact Center Call Center Wait times Technology 101

Comm100

OCTOBER 17, 2017

When we talk about the Seven Deadly Sins as they relate to bad customer service, some of the more common failures of an organization often spring to mind – failing to listen to the customer, IVR hell, rudeness, overall bad attitude and perhaps one of the biggest, lack of knowledge and ignorance in general. Let us know in the comments below!

Customer Service 69

Customer Service Morale Interactive Voice Response Banking 69

Xaqt

FEBRUARY 6, 2020

Cognitive Automation] Now let’s go back to our stereotypical call center and create an intelligent ecosystem with your IVR [Xaqt's Cognitive Voice Automation Suite ], workforce management tool (WFM) [Xaqt's Equinox Optimization tools] and ACD [Cloud based contact center]. This is where Xaqt got started.

Contact Center 52

Contact Center Enterprise Call Center APIs 52