With budgets and costs constantly at the forefront of business decisions, I thought it would be interesting to target an area where costs are thought to be optimized, where, ostensibly, there are few hidden costs, and where even some of the best CFOs overlook value to the company. IVRs Are Simply Necessary Call centers and […]
PRESS RELEASE SmartAction Awarded 2015 Speech Technology Excellence Award IVA® Honored for Exceptional Speech Technology LOS ANGELES, CA, (June 12, 2015) — SmartAction announced today that TMC, a global, integrated media company, has granted IVA® with a 2015 Speech Technology Excellence Award. The eleventh-annual Speech Technology Excellence Award, presented by CUSTOMER Magazine, honors companies who […]
Implementing a traditional IVR can be a painful journey. If you are implementing an IVR, either on premise or through a managed service that depends on cradle-to-the-grave system development and traditional language tuning, you are in for an experience that you are not likely to enjoy. The bottom line is that it is a lot […]
PRESS RELEASE SmartAction Awarded a 2015 CRM Excellence Award SmartAction’s Intelligent Voice Automation recognized for exceptional innovation EL SEGUNDO, CA, (May 1, 2015) — SmartAction announced today that TMC, a global, integrated media company, has named Intelligent Voice Automation as a recipient of a 2015 CRM Excellence Award, presented by CUSTOMER magazine. Intelligent Voice Automation […]
For many call center managers, average handle time (AHT) is a key reportable statistic that helps to measure the effectiveness of the call center agents they supervise. Managers and agents alike set goals to decrease their AHT, which implies more prompt and efficient service for the customer. However, using AHT as a primary way of […]
Earlier this month, our IT department completed a data center upgrade that aligns with the plans for the growth we expect over the next 2-3 years. Without getting into the nitty-gritty, it was an important step for us, giving our team, as a whole, greater flexibility, security, and capability – three attributes that we really […]
The customer service landscape is changing quickly. Companies are using new platforms to engage with their customers – such as social media and web chat – and are augmenting their live call center agent service with Interactive Voice Response (IVR) systems. However, traditional IVRs have not kept pace with the growing capabilities of these other customer […]
Most people don’t like interacting with IVRs. In fact, one can usually hear a very distinct tone of frustration dominate a caller’s voice the moment they realize they are not dealing with a live person. Why is this? Directed dialogue is a huge factor in caller dissatisfaction. A traditional speech IVR relies on directed dialogue, […]
The Situation “Touchtone” DTMF and voice self-service systems help companies everywhere organize and manage their incoming and outbound calls. Customers now expect to answer a few simple questions about why they’re calling and in turn, these systems attempt to direct customers to the answers they need. However, companies know that they still need live agents […]
Recently, we researched more than 35 IVR providers. After noticing some common themes, we decided to pull them together with some suggestions to help you in your search for an IVR. The Research If you are beginning the search for an IVR, whether it be for cost reduction, inbound calls, outbound marketing, or contact center […]
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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