Your business is taking off; you’re adding personnel and looking at how to streamline processes to boost your efficiencies- congratulations! You now have dedicated staff to take customer calls, and in many cases, those calls are regarding a payment. You’ve heard of IVR systems and know that they can route calls to your business’s appropriate […]
If your business or contact center accepts payments over the phone manually, it’s time to consider moving to automate it. But if you’re like many of the future customers we encounter, you probably assume it’s going to be complicated. But in reality, it’s more complicated to maintain PCI DSS compliance while manually accepting payments. We’ve […]
Every company in the United States wants increased profits and improve cash flow. So, how can an IVR system help them achieve these goals? Let’s start with increased profits and how an IVR system can help a company boost its products and services revenue. Here are a few ways our clients are making this happen. […]
While we continue to adjust to working from home, many still struggle with the delineation between family time and work. Many people are ready to return to work and find a new normal. In September, over 50% of the workforce is expected to return to the office. How could IVR Voice Surveys help you collaborate […]
At IVR Technology Group, we don’t take our customers and partners through a “selling” process; we help facilitate their “buying” process. After all, it is about them more than us. To help facilitate their buying process, we’ve developed a methodology…
There is no doubt that COVID has rocked our world in 2020, altering our perceptions and norms for years. At home, at school, and work, we’ve seen massive disruption in our day to day activities and interactions. Our perception has entirely changed about what is safe and reasonable. While watching a movie recently with my […]
The highest cost in most contact centers and even business, in general, is personnel. Frequently, a reason for this is the lack of automation and the ineffective use of technology. IVR systems can play a significant role in helping reduce labor costs in contact centers and other areas of the business. Intelligent Routing Intelligent IVR […]
Text-to-Pay is becoming a prevalent topic of conversation among current and future clients. And it’s for a good reason. Paying by text message is the easiest way to pay your bills. In the age of COVID-19, it’s the most touch-free payment method available. Best of all, from a customer experience standpoint, nothing could be more simple.
As more and more companies are needing to get employees back to work, they seek innovative ways to ensure the safety of their people and customers. Deploying a COVID-19 screening survey for workers is an increasingly popular solution. And IVR Surveys are a logical and essential add-on for screening surveys. Screening Employees For COVID-19 A […]
Resolving customer issues or questions on the first call is the pinnacle of success in contact centers. It’s the ultimate expression of a fine-tuned customer engagement and experience strategy. So it’s essential to track and monitor FCR (first contact resolution) in your customer service operation.
Tracking marketing effectiveness and properly allocating budgets is a growing challenge for organizations across the globe. Data management platforms (DMP) and analytics tools promised to make it easier. But with click-fraud, a fragmented ad landscape, and new tracking restrictions, it’s never been more confusing. There is, however, one digital marketing metric that always provides clarity; call tracking
Over the last several years, TCN and IVR Technology Group have worked closely together to help many large contact centers improve customer experience, reduce operational costs, and automate business processes. TCN provides a Contact Center as a Service (CCaaS), which is contact software hosted in the cloud. With more recent developments, we’re expanding our partnership […]
Profitable revenue is essential for every business. In our current “work from home” times, keeping that revenue coming in is as vital as ever. Many companies leverage automated IVR systems for collections for many critical reasons. Let’s review the top four. Notifications and Reminders While most people think of traditional IVR systems for intelligent inbound […]
As your customers and employees’ expectations continue to evolve, the most damaging issue is that your legacy PBX can’t keep pace. Communications technology is changing faster than ever before; ease of use and rich features are no longer “luxuries,” they’re requirements.
The new normal is becoming more and more apparent for contact centers and customer service operations. Fueled by COVID-19 caution, agents are working remotely, and customer journeys are fluid and increasingly multi-channel. The need to shift to more agile cloud-based contact center platforms, away from on-premise solutions, has never been more urgent
You don’t need us to tell you that consumer expectations are rapidly changing. In what seems like the blink of an eye, we’ve shifted from two-day expectations to a today expectation. The situation becomes particularly meaningful as we realize consumers now differentiate between companies based on service, with trust beginning to overtake service in some sectors.