IVR Solutions

How Contact Centers Prevent Agents Giving Good Service

Imagine you’re a call center manager. You've got great agent retention, your people are skilled and motivated, and you're meeting your targets. You’re one of the lucky ones. But under the surface, your teams are stressed to the eyeballs. What’s going wrong? We visited a contact center with exactly this issue recently. Average Retention  Average agent [...]

July 24th, 2015|Agent Desktop|

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|

Contact Center innovation Is What You Need

The economic challenges of recent years have forced many enterprises to look for cheaper and more efficient solutions. This has also led solution providers to diversify, adding low cost options and new revenue streams to retain customers and attract new business. Cloud hosting and multimedia channels are two clear examples in the Contact Center innovation [...]

April 7th, 2015|Customer Experience, Innovation|

IVR Support Managed Services

Call center agents are not always customers' first point of contact. For companies that use an IVR solution, the technology can make or break an interaction. Companies are expected to be responsive to client needs 24/7 so when  poorly monitored IT solutions fail, the impact is significant.   In the worst case the call center [...]

February 14th, 2013|IVR, Support and Maintainance|

IVR solutions provider PSS appoints new US sales exec

IVR solutions provider PSS have appointed new US Director of Sales for the South East. Todd Mitchell is out of Atlanta and brings over 15 years of experience in business development and sales within the technology sector. Prior to joining PSS, Todd was Director of Sales at Synchronoss Technologies, a leading provider of automation software and [...]

January 27th, 2013|News|

Visual IVR Improves Contact Center Customer Experience

Visual  IVR is a giant step forward in enhancing traditional voice-powered IVR calls. In fact, the term “Visual IVR” is because you can now see and interact with the IVR call flow from your smart phone, that runs on iPhone and Android-powered devices. In addition to automated Visual IVR calls, customer service and support agents can interact [...]

May 25th, 2012|IVR|

Call Center IVR Solutions Are Still Frustrating Many Customers

Patronising pre-recorded messages, long waiting times and rude operators are among the biggest irritations of UK customers, new research has revealed about  IVR Solutions. The survey which was conducted by Natterbox highlighted that just four per cent of customers are patient enough to wait for call center ivr solutions for more than 30 minutes to [...]

May 20th, 2012|IVR, Speech|

Talking About Speech – That’s a Good Question!

  I was with a customer last week, who surprised me by asking a very simple question with almost naïve   innocence;   ”Do people still use that speech recognition stuff?” I wasn’t surprised so much by the question but more by the fact that the customer I was talking to was one I would have [...]

January 29th, 2012|IVR, Speech|

IVR Applications and Speech – Why Customers Are Frustrated By It

So if it’s not about the technology, what are organisations doing wrong? A lot of self-service  speech and IVR applications are born to frustrate customers just simply because they have been designed the wrong way round. The focus really has to be on meeting the customer’s expectations. The focus shouldn’t be on IVR applications and it shouldn’t [...]

January 29th, 2012|IVR, Speech|