Visual IVR – Because Talk Isn’t Cheap

Customers are still calling. Despite the investment in self service portals, speaking avatars and social media, your customers are still calling you. In fact, industry statistics show only around 20% resolve their issue on their own without calling your contact center. Customers Love Mobile Capabilities The Internet and mobile devices have had a huge impact [...]

July 8th, 2015|Customer Experience, IVR, Self Service|

Cloud IVR: Silver Lining Optional

Ive just read a blog on choosing a Cloud IVR system which, to me, sounds like advice from the 1980s. Back before VXML and web applications, IVRs were siloed technology, self-contained, often inflexible and always proprietary. I thought we’d moved on! Moved on from there to open standards, flexible solutions, that are integrated with other systems [...]

July 2nd, 2015|Cloud Contact Center, IVR|

Don’t let Windows 2003 EOS force an MPS upgrade!

Even with Windows 2003 support ending July 14 2015, you  may not need to upgrade your legacy Nortel MPS;  Many enterprises are choosing to stay with MPS 3.5 running on Windows 2008 with the help of PSS. Under Security Pressure PCI and data security requirements are putting pressure on organisations to upgrade from Windows 2003. Many enterprises are still [...]

July 2nd, 2015|IVR, MPS|

Your IVR Sucks.com

Well, perhaps it’s not quite as blunt as that. But the website GetHuman.com could be easily titled “Your IVR Sucks dot com.” GetHuman lists more than 8,000 companies in 45 countries, according to their home page, highlighting ways to get around their IVR. It lists, amongst other things, shortcuts and cheats to get through the [...]

January 21st, 2015|IVR|

We Fix Ugly Pools…Oh and IVRs

Where I live there’s a rather prominent pool repair and remodeling business called “We Fix Ugly Pools.” Their mascot is a thumbs-up-man called the Ugly Pool Guy. I’ve come to think about the Professional Services group in a similar way for IVR Solutions—sort of the Ugly IVR Guys with the motto “We fix ugly IVRs”. [...]

June 30th, 2014|IVR|

Nortel PeriPro: Do You Still Have the Apps?

Did you invest a significant amount of time, money and effort building voice applications with "Nortel Peri Pro" formerly created by Periphonics / Nortel, and now Avaya for the MPS or VPS/is IVR platforms? Were the applications developed internally yourself, or externally - by Avaya / Nortel or a third party? Are you struggling to keep [...]

February 26th, 2014|IVR, MPS|

Avaya Plus Genesys, Yes it Can Hurt…But There is Help

So you’ve bought your brand spanking new Genesys platform. Your servers are virtualized. Your SAN is optimized. QOS is implemented across the board. And you’ve never, ever, heard the term “jumbo packets.” Life is good. You think so…but read on… Except your customer calls are going to agents’ personal VMs. You’ve got customers falling out [...]

February 15th, 2014|IVR|

Call Flow Documentation Impacts Customer Experience

With customer expectations growing almost daily, making changes to your call flows to improve the customer experience will be a much more frequent occurance. It's no longer acceptable to set up call routing or IVR menus and leave them unchanged for years as you may have in the past. However : you may find that [...]

December 4th, 2013|IVR, Self Service|

Silent Calls Frustrate Customers

Silent calls are one of the most frustrating problems, for callers and for call center managers. For a caller, what can be more frustrating than queuing for an agent and then ending up in a dead end with no service? For a manager, what's worse than losing a call which could have led to business? [...]

December 3rd, 2013|Contact Center, IVR|

Misrouted Calls Frustrate Customers

Callers often find themselves on misrouted calls to the wrong place, which results in them being transferred. Frequently they have to start again when speaking to a second agent, which causes a high degree of caller frustration and leads to the perception of poor customer service.   Misrouted calls - The Black Hole Sometimes calls [...]

November 26th, 2013|Customer Experience, IVR, Self Service|