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 catch up. As we visit with current and future […]

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, SMS text campaigns, and pay by text. 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 […]

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 real-time speed to insights. This way, you can quickly react to any issues […]

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 […]