In 2015, Microsoft conducted a study and concluded that the average person’s attention span was just 8.25 seconds. To put this into context, a goldfish has an attention span of 9 seconds- a whopping 0.75 seconds longer than ours! While this news is slightly disturbing, it does provide valuable insight into how important the first […]
There’s no way around it- there is a universal dislike of old-fashioned IVRs. In fact, it’s common for customers to feel irritated the moment they realize they are speaking to a machine rather than a human agent. But in reality, their frustration shouldn’t be directed at the machine itself, but at the stilted nature of […]
PRESS RELEASE SmartAction’s Intelligent Voice Automation (IVA®) includes in-call text capabilities, which help to capture challenging pieces of data like email addresses. LOS ANGELES, CA, (March 3, 2016) — SmartAction today released details about its innovative In-Call Text capabilities that have been integrated into its proprietary voice self-service solution, Intelligent Voice Automation (IVA®). IVA® is […]
To run a mission critical service, the network and system architecture must be designed so there is no single point of failure. But, that’s easier said than done, especially if you’re not the most tech-savvy person. Here’s a basic checklist – we’ll start with the obvious: Redundant servers Redundant network devices (switches, firewalls, routers) Virtual […]
In 1950, Alan Turing posed an interesting question: can machine intelligence become human-like enough that the average person would not be able to distinguish the difference between man and machine? Thus, the Turing test was born. Turing explains the test using a scenario in which a human interrogator asks questions of two parties, of which […]
Every company measures how it’s doing through customer surveys. Whether performed after a customer service call, in a follow-up email, or through SMS text, surveys help you maintain the best parts of your customers’ experiences, and prevent repeating any mistakes, all while giving you a personal look at the different preferences within your target audience. […]
PRESS RELEASE Intelligent Voice Automation (IVA®) Honored for Exceptional Innovation Los Angeles, CA (January 12, 2016) — SmartAction announced today that TMC, a global, integrated media company, has named Intelligent Voice Automation (IVA®) as a 2016 CUSTOMER Product of the Year Award winner for the fifth straight year. IVA® is a disruptive call automation solution […]
While big data can be intimidating, it has undoubtedly become a key tool for businesses looking to stay ahead of the competition. Especially with the rapid spread of mobile devices, international data traffic is growing at an unprecedented speed. The International Data Corporation recently predicted that the big data technology market will grow to $41.5 […]
“You are only as good as your weakest channel.” – Nancy Jamison, Principal Analyst, Digital Transformation This is one of our favorite quotes from a leading analyst in the contact center space. If you know Nancy, you may have heard her say it yourself. It speaks to the changing customer landscape and the importance of […]
PRESS RELEASE SmartAction’s Intelligent Voice Automation (IVA®) includes GPS Location functionality, making it attractive to companies who rely on locating their customers in real-time. LOS ANGELES, CA, (December 11, 2015) — SmartAction today released details about its innovative GPS Location and Tracking capabilities that have been integrated into its proprietary voice self-service solution, Intelligent Voice […]
Most contact centers have an over-reliance on live agents for even the most repetitive and rudimentary calls and chats. With cloud-based virtual agents, you can automate conversations your live agents are handling today without sacrificing an ounce of CX.
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