IVR

Voice Biometrics: What is it and how can it help your business?

More than one customer has asked us this recently, so we thought we’d take this opportunity to clarify the capabilities of Voice Biometrics technology for the Contact Center. Voice Biometrics can confirm the identity of a person by comparing their voice to a stored model or “voiceprint” – similar to a fingerprint, and even more [...]

April 17th, 2014|Voice Biometrics|

IVR Reporting…AAAARRRRGGHHHH!

My IVR is up, and customers are responding to prompts—with voice and DTMF. My agents are taking calls. And I haven’t the foggiest idea what they’re doing in that “black box”. IVR Reporting can be challenging at the best of times.  Everyone Wants Something Different So let’s start by being fair. IVR reporting is a giant [...]

February 26th, 2014|Reporting|

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|

Outbound IVR Surveys Just Got A Whole Lot Harder

You may be aware of the changes to US regulations on outbound IVR calls, or “robocalling”, which come into effect in October 2013. If so, I hope you understand the reasons for the new FCC regulations, and the effect they will have on your business. If not, read on! Consumer backlash to relatively unconstrained IVR [...]

September 27th, 2013|IVR|

IVR – We Are Experiencing Large Call Volumes at this Time

Why do government departments and large corporations have such painful IVR systems? It isn’t a new situation, but it has become topical again. Why, for instance, does the UK tax office helpline according to a  report  subject its callers to one of the worst IVR experiences in the country? IVR: Is it because they don’t care, [...]

September 24th, 2013|IVR|

IVR- Because Your Call is Important to Us

Why do government departments and large corporations have such painful IVR systems? It isn’t a new situation, but it has become topical again. Why, for instance, does the UK tax office helpline according to a  report  subject its callers to one of the worst IVR experiences in the country?  There are three reasons why IVR hell [...]

September 24th, 2013|IVR|

IVR Solutions – Your Call May Be Recorded

Why do government departments and large corporations have such painful IVR systems? It isn’t a new situation, but it has become topical again. Why, for instance, does the UK tax office helpline, according to a recent report subject its callers to one of the worst IVR experiences in the country? Is it because they don’t [...]

September 23rd, 2013|IVR|

Customer Self Service Can Still Reduce Costs

Customer self service has been shown to reduce costs in contact centres by as much as 20% with self-service capabilities that include customers researching and buying through self-directed channels. Buying via these routes has been shown to increase the revenue per user by as much as 18%, when the provider offers effective self-service interaction for [...]

August 28th, 2013|Self Service|

Customer Experience – Rules for Inbound Customer Calls

Let’s run through the emotions of an average customer experience scenario. The customer is frustrated because they are experiencing poor service from the provider and needs to speak with a representative. They call and have to listen through a batch of irrelevant choices. This makes the caller even more frustrated. The option for an operator [...]

July 15th, 2013|Customer Experience, IVR|

Customer Self Service is the Preferred Option

Customer self service options from retailers, is expected by the majority of British consumers today, new research has revealed. A survey of around 270 UK consumers found that this held true for both post- and pre-sales. With nearly a third of consumers (27%) saying they prefer to ask pre-sales questions over the telephone, opposed to . [...]

July 3rd, 2013|Customer Experience|