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 […]
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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, […]
Bluefin, the Leader in Payment Security, has selected IVR Technology Group to furnish their merchants using their PayConex gateway with secure automated payments by phone and text. PayConex provides secure debit/credit card and ACH payment processing in the United States and Canada. As Bluefin expands its service offerings to its merchants, additional contactless payment options […]
There’s a lot of interest around texting for business, especially 2-way texting and SMS text campaigns. And for a good reason, in recent surveys, people tend to react much more quickly to text messages than emails. 98% of people open text messages before the end of the day, and only 4% have unopened text messages. […]
Our world is ever-changing, especially with technology. More and more, we are facing the dangers of hacking, phishing, and data breaches, causing identity theft and the need for identity protection services to stay safe. Businesses must have security-awareness and adhere to regulatory standards to keep from falling victim to such attacks. Especially to give their […]
Increasingly, contact centers are using SMS text messaging to communicate with customers. The trend is fueled by consumer demand, evident in the quick responses and high open rates for text messages compared to other communication channels. Most contact centers have been using SMS text messaging with their agents communicating with people in a one-to-one fashion. […]
IVR’s have had a negative aura around them, primarily because like anything else, not caring about the user experience leads to terrible outcomes. Every channel, including IVR, has inherent drawbacks and limitations.
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 […]
IVR surveys by phone are the most efficient way to collect caller feedback in your contact center rapidly. Moreover, by rapid, we mean “right away.” Through our partnership with Qualtrics, we feed your IVR survey results immediately into your Qualtrics dashboard for near real-time speed to insights. This way, you can quickly react to any […]
A rapidly growing mortgage provider outgrew its legacy telephone system and transitioned to a self-hosted hybrid environment of multiple hosting providers and carriers. With several hundred locations across the United States, the patchwork system had severe latency and call quality issues. The result was failing customer service and an inability to scale the company. And […]
Like many, you’ve performed any number of searches on Contact Center as a Service, cloud contact center, hosted contact center, or something similar. And while all of that material paints a compelling picture, most of it misses the most important reason to adopt or migrate to a CCaaS. It is…
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 […]
Interactive Voice Response (IVR) is a software application that accepts a mixture of voice telephone input and touch-tone keypad selection and provides appropriate responses in the form of voice, fax, callback, e-mail and perhaps other media.
Contact center executives often mistake treating new or improved IVR systems as a capital expense investment. While that may be true for legacy systems when looking at an on-premise solution, modern cloud-based IVR’s are different. Like our managed CPaaS, the Compass Automation Platform, modern IVR systems utilize a consumption-based approach; you only pay for what […]