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. […]

What you’re about to read is a true story, with a major national retailer you all know. The other day, my wife needed to call the retailer’s call center to make changes to our membership details. Typically, not a big deal. It turned into a moderately big deal, thanks to a poor customer experience. The […]

To address the ever-evolving risks to the credit card payment ecosystem, the Payment Card Industry Security Standards Council has been preparing the next major update to the PCI DSS standard. The PCI DSS framework is 15-years old, and a lot has happened in the payments industry since the first standard. PCI DSS v.4.0 addresses the […]

Growing up, I remember having to have an attendant pump fuel in my parent’s car. An attendant would ask what grade they wanted and then pump the gas. When we think about it, there were times when we would have to wait on the attendant while he served another customer. Can you imagine this today, […]

Buffalo, NY: Following the announcement of Brent Snyder as the new CEO, IVR Technology Group has added Jim Barker as the new Chief Revenue Officer. IVR Technology Group continues its growth and will continue adding talent to serve the needs in the growing voice automation market. Over the last 15 years, IVR Technology Group has […]

This major provider of consumer credit cards in South America came to us with a complex issue: contact center automation was difficult because of a limitation in the customer data. As a result, all customer calls were handled by agents, with increasing inefficiencies, long hold times, and long call times. We Listened We worked with […]

As more and more companies realize the critical nature of delivering exceptional customer experiences, surveying customers about their experience is a crucial CX tactic. CSAT (customer satisfaction) surveys can take many forms, from an email after the product ships to an end-of-call IVR survey. Statistically, each method will have different response rates. Emailed surveys, for […]

More than 30% of customers will leave a brand after one negative experience, says a recent study from PwC. To make matters worse, as many as 50% of customers reported a willingness to leave a brand, or have left a brand, after just two or three negative experiences. It’s no secret that customer experience is […]