September’s newsletter features a wide range of topics on delivering improved customer experiences through voice and text automation on our Managed CPaaS, the Compass Automation Platform.

To keep up with consumers’ rising expectations, today’s companies strive to provide a connected experience across an expanding number of digital, telephone, and physical channels. These expectations are why it is essential to shift from a reactive approach to a proactive model that focuses on cross-channel customer journey success. The Cost Of Bad Experiences It’s […]

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 […]

In contact centers, the customer experience happens in real-time. As a result, the acceleration from a loyal to dissatisfied customer can be mere minutes. The shift from loyal to dissatisfied is often due to a gap between understanding their actual experiences and what experiences you intended. To identify and fix the gap, you need real-time […]

Payroc, a global payment processing company, has selected IVR Technology Group to offer their merchants using RewardPay Choice with secure 24/7/365 automated payments by phone. Payroc’s RewardPay Choice is their premium processing program, processing $33 Billion in annual payments in 46 countries. Payroc, one of the industry’s fastest-growing payment processing companies, needed to expand its […]

Brands understand the importance of listening and learning from customers like never before. And because of this, the need for contact centers to offer surveys for listening and learning from customers is no longer optional; it’s essential. As contact centers begin to listen, learn, and measure customer experience, surveys are essential. Here are the ways […]

With more contact center agents working remotely, how contact centers handle payment processing has changed. Before COVID, when many contact centers were still brick and mortar facilities, controlling the environment to allow agents to take payment information over the phone was still acceptable. Not any longer. What changed? Several things have changed in this “new […]

We value our relationship with your team and share these quarterly updates to help spark new ideas for you, your business, and our partnership. We’re passionate about your success and delivering fanatical customer WOW experiences and key business results.

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 […]

Our new website and branding tout that, “We are the engagement conduit that enables extraordinary experiences between you and your customers.” To understand what we mean, let’s think about what an “engagement conduit” might be. For example, consider this blog post; you’re reading it thanks to a type of engagement conduit, a web application server. […]

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 […]

Everything we do for business today revolves around technology. Companies use systems like Enterprise Resource Planning (ERP) for managing and planning for success. These areas generally include financial, order processing, logistics, manufacturing, supply chain planning, procurement, and project management. At times business needs will require a solution that is outside their IT core competencies. When […]

SMS text messaging has become an essential method of communication between companies and their customers. One of the challenges companies experience is how to gain approval from customers to engage with them using text messaging. Below are five ways we’ve helped companies gain opt-in confirmation from their customers. Web Portal Check Box Most organizations have […]

We value our relationship with your team and share these quarterly updates to help spark new ideas for you, your business, and our partnership. We’re passionate about your success and delivering fanatical customer WOW experiences…

As a smart leader, you focus on doing whatever is possible to cut costs and improve efficiencies within your company. You define your budget on core business goals and look for efficient ways to achieve those goals. One way to check the boxes of both budgets and efficiencies is to outsource your contact center. Industry […]

Consumer expectations have evolved more rapidly in the past five to ten years than in the previous 50. That’s why, in today’s marketplace, carefully crafted customer journeys are critical to your success. Many business sectors have embraced this rapid evolution, but a few are still playing catchup. As we visit with current and future customers, […]