You most likely found this article after doing a Google search on “IVR Best Practices,” or something similar. A search such as that will return a lot of potential sources of information. Interactive Voice Response best practices can be a very subjective topic. Especially when considering the source. Customer service and call center consultants will […]

Speed is now the most crucial attribute of the customer experience. A growing body of evidence shows that we consumers are growing even less tolerant of frustrating experiences and poor service. Many studies attribute the trend to a rising level of impatience among today’s consumers. I often feel impatient, probably more than I should. But […]

Conversational AI, chatbots, virtual assistants, AI, machine learning, and more have become the “hot topic” buzz words across all types of customer experience services and applications. Perhaps for a good reason, the promise of AI seems like the panacea for a litany of customer experience problems and contact center costs. Or at least, that’s the […]

Communication with customers through contact centers is more about speed and ease than ever before. And with self-serve automation through IVR and SMS communication, contact centers can better serve customers 24 hours a day, seven days a week, 365 days a year. With the “lucky-strike extra” of doing so at a more controlled cost. Because […]

You don’t need us to tell you that consumer expectations are rapidly changing. In what seems like the blink of an eye, we’ve shifted from two-day expectations to a today expectation. The situation becomes particularly meaningful as we realize consumers now differentiate between companies based on service, with trust beginning to overtake service in some sectors.

Optimizing your customer experience, or CX, is an essential endeavor for companies today. There’s no shortage of studies that indicate CX is the new competitive battleground in the marketplace. A critical component of understanding your current state is a CSAT (customer satisfaction) or NPS (net promoter score) survey. These provide valuable data to understand your […]

If your business or contact center accepts payments over the phone manually, it’s time to consider moving to automated IVR payments. But if you’re like many, you probably assume the process will be complicated and possibly expensive. But in reality, it’s tougher to maintain PCI DSS compliance while manually accepting payments. And with pay-as-you-go pricing, […]

A growing consumer finance company came to us to help control contact center costs as they scaled their business. Their problem; to service the increasing number of customers, they relied on an expanding roster of outsourced contact center vendors worldwide. Otherwise known as BPOs or Business Process Outsourcers, it can be a cost-efficient method for […]

Companies who integrate IVR payments by phone into their bill-pay options will often see a 10 to 15 percent increase in revenue collected. That may seem like a rather bold statement. After all, you’re probably not the type of consumer who would pay a bill over the phone. Yet, there are still many reasons people […]

A CPaaS, or Communications Platform as a Service, is commonly known as a cloud-based platform that provides developers with tools to add real-time voice, text, and other messaging features to their applications without the need to build back-end infrastructures. Typically, CPaaS specifications and features support telecommunications applications and expose its features and functionality through RESTful […]

The Greek philosopher, Heraclitus, said: “Change is the only constant.” If Heraclitus were around today, surely he’d suffer whiplash from observing our rapid pace of change. Consumer sentiment can shift with one bad experience, one poorly phrased company tweet, or even the best intentions that ring hollow. That’s why more and more companies are augmenting […]

We’ve all encountered an awkward or downright dreadful Interactive Voice Response system (IVR) from time to time. Nothing can be more off-putting than trying to navigate through a virtual labyrinth of voice prompts and complicated menus. A poorly conceived IVR is often the number-one customer service complaint (Harvard Business Review), causing a severe impact on […]

Like many customer service professionals, you’ve either adopted some form of a chatbot or are considering which solution is best for you. And by now, you’ve discovered that it’s not as easy as just turning it on. While simple “no-code” chatbots that accept yes, no, numeric or directed responses can be deployed relatively quickly, the […]

Automated payments by phone is a core capability of the Compass Automation Platform and one of its most popular use-cases. To help you understand how we help you deliver frictionless payments by phone to your customers, we’ve put together a step-by-step explanation in this blog post.

Welcome. This is a quick walk-through of our Compass Automation Platform, our managed communications platform as a service. At its core is a voice and text application server. Think of it just like the computers that run Amazon or LinkedIn, but for telephony. Our no-code/low-code studio is where we create your voice and text applications. […]

Customer experience is more important than ever. The buying power has shifted over the last 20 years to the consumer having more of a position of strength than ever before (see Zero Moment of Truth). Because of this shift over the last couple of decades, organizations have begun to realize the power of customer surveys […]