Improving the customer experience is more important than ever—the power in the hands of the consumer more than ever before. Smart businesses are seeking feedback from customers to win their hearts, minds, and loyalty. Asking for honest feedback is the key to open the lines of communication. SMS text and voice communication methods are becoming […]

IVR Technology Group Partners with Storable to Integrate Sitelink and StorEdge for Self Storage Automation Over the last several years of providing self-storage voice and text automation solutions, IVR Technology Group has built a strong partnership with Storable integrating with their Sitelink platform. This integration has extended into Storable’s StorEdge platform as well. “For years, […]

COVID-19, shelter-in-place, and social distancing has imposed a number of changes in business culture and operations, none more than in healthcare companies. As these organizations are shifting strategies from integrating new telehealth offerings to work-at-home support agents, HIPAA compliance is becoming more and more complicated. For example, are your newly remote revenue control agents who […]

Customer experience excellence is at the top of the list for companies today. Consumer buying behavior has put the position of strength in the consumer’s hands, and they have higher expectations than ever before. Most organizations have implemented a Customer Relationship Management system, otherwise known as CRM systems, to more effectively gain the business intelligence […]

A global consulting services company, with more than 70 governments as customers, came to us with a problematic issue, administering voice surveys in a highly secure environment. Their customer, an enormous government agency, needed to improve first call resolution across hundreds of call center agents. To do this, they designed a flexible CSAT (customer satisfaction) […]

As we look at the tsunami of change spurred by the coronavirus, one of those archaic items that seem to hang around despite a range of options is the paper check. While the adoption of electronic payments and IVR payments by phone is more and more widespread, many studies indicate that as many as 20% […]

We encountered a growing insurance claims processor who was also rapidly building a portfolio of insurance products, who were in crisis mode; their growth was outpacing their ability to service customers. To try and improve service, they kept moving service from one CCaaS (contact center as a service) company to another. Doing so resulted in […]

Don’t choose the lowest bidder when you are seeking the best QSA (Qualified Security Assessor) to do your onsite PCI DSS audit. We’re not trying to inflate the costs of validating your compliance program but instead intended to LOWER the total cost of the PCI onsite audit. We often have ongoing conversations on what to […]

Every industry has its own set of specific jargon and acronyms. PCI compliance and overall credit card security is certainly no stranger to specialized terminology, abbreviations, and acronyms. As you consider an IVR payment solution or other mechanisms for accepting cardholder data, the jumble of vernacular might be a bit daunting. We’ve assembled our master-list […]

This COVID-19 experience has taught us many lessons. One is the importance of telehealth. Telehealth is the ability to provide health-related services and information to patients who are not physically in the healthcare facility. Instead, they use telecommunication systems and services to visit with healthcare professionals. One of the essential telecommunication systems used is an […]

Great news, you’ve added an IVR payment solution to accept payments from your customers by phone or text. Not only does this provide for an excellent experience for your customers, but it can be a significant benefit to your bottom line. But simply “turning on” payments by phone isn’t enough. Whether you’ve deployed our Compass […]

With COVID-19 affecting the economy, companies are looking for ways to maintain cash flow and keep customers paying for services. One of the more popular methods is through the devices customers carry with them everywhere – their mobile phones.  IVR payments allow customers to make voice payments 24 hours a day, seven days a week, 365 […]

IVR systems are a tremendous help with after-hours customer service to elevate 24/7 customer experiences. Here are a few ways our clients and partners are using IVR systems to help in this area. Product Inquiries and Ordering Many organizations sell products through customer service teams and their websites. While their websites do well, they sometimes […]

Over the last 16 years of automating voice and text messaging for clients and partners, IVR Technology Group has been asked to help select UCaaS and CCaaS platforms to integrate with the Compass Automation Platform. Having worked with many UCaaS providers in the past, RingCentral has continued to stand out as a great solution for […]

If you follow CX gurus like Annette Franz and Shep Hyken, you know that one of the best ways to improve your customer experience is to improve your employee experience. In many ways, this may seem like an obvious connection, fulfilled employees feel invested in making customers happy. But how do you quantify the connection […]