A growing self-storage business, with more than 200 locations across 14 states, and adding more every month, came to us with a marketing need. They were running hyper-local advertising in more than 50 markets in the form of out of home, broadcast, print, and Google Local search ads. They needed a reliable way to track […]

A national direct mail provider needed a way to help their client gather real-time analytics on the performance of direct mailings. Their client, a large regional home mortgage provider, relied on numerous direct mail campaigns to drive sales and generate leads. Very often, the campaigns would be rapidly deployed, depending on the movement of mortgage […]

Every so often, various members of our team gather at an off-site location to take a deep-dive into aspects of our ever-changing business. Recently, the team focused on our customers’ customers. And more specifically, the emotional state when making a payment by phone or navigating an IVR menu. The experience was challenging, tense at times, […]

We’re going to start introducing you to members of our team. There are a ton of fascinating people here at IVR Technology Group. From a rock star to competitive cyclists, to opera singers, football stars, disco DJ’s and more. Today I’m fortunate to have found an open slice of time in they busy schedule of […]

For decades, we’ve used Interactive Voice Response technology to pay bills, check product pricing and availability, schedule appointments, and much more. As IVR technology becomes simpler and simpler to deploy, many organizations find themselves determine where to implement IVR capabilities versus having a live agent. So, here are some reasons and areas you may choose […]

We recently had the opportunity to engage in one of our favorite “deep dives” for an electronic billing platform for public utilities. In this case, we not only needed to think about their customers, but also the customers of their customers. Reduce PCI Risk Their customers required a new payment channel, automated payments by phone. […]

The terms and acronyms for electronic bill presentment and payment platforms have evolved into a wild array of names. Where once simply “eBilling” dominated, that morphed into EBPP (Electronic Billing Presentment & Payment), and then Instant Payment Networks, with Subscription Lifecycle Management, Revenue Control Management, and sometimes merely SaaS Billing. No matter what you’re calling […]

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 […]

The expectations of today’s consumers are set by technology-driven organizations outside the consumer finance sector. Instant gratification, proactive communications, omnichannel options, and rapid resolution are no longer best in class strategies; they’re table stakes. Looking at 2020 and beyond, it’s clear that consumers expect exemplary experiences from their financial institutions. However, despite the expectations for […]

January is consumer finance month here at the IVR Technology Group blog. Each month, we’ll focus on a different topic that is essential to our customers. Some of our posts included a customer story on solving long hold times at the contact center of a consumer finance company, the coming PCI DSS 4.0 update, reviewing […]

One of America’s leading marketers and services of subprime credit cards came to us with several urgent issues. They acquired a new credit card product that required a specific IVR Their current IVR vendor was unresponsive to needs and time constraints They needed to process more calls through automation Their call center experienced frequent downtime […]

Compliance with industry-standard payment-card security standards is declining amongst service providers and merchants. According to Verizon’s latest Payment Security Report, barely more than one-third of companies were fully compliant with PCI DSS standards in 2019. And to make matters worse, compliance has been dropping for the past three years, with a rapid decline from 2017. […]