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.

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…

Interactive Voice Response (IVR system) 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 automate customer communications utilizing a consumption-based approach; you only […]

IVR systems helping to reduce agent turnover in a contact center? At first, you may think that’s a rather bold statement. Seemingly, automation technologies and agent morale are two separate components of customer service operations. They’re not. We’re going to walk you through a few scenarios that illustrate exactly how you can elevate employee morale. […]

Black Friday and the Holiday Season are upon us. Many brands use SMS text messaging to communicate offers and specials to their customers more than in previous years. Why more than ever this year, you ask? First, coronavirus restrictions have created the demand for more touchless options. But second, it’s mainly because of the attention […]

With the IT cloud movement of the early 2000s, many new “as a Service” offerings became more readily available for small businesses and large enterprise contact centers. Unified Communications as a Service, often referred to as UCaaS, was one of them. UCaaS platforms include 8×8, RingCentral, Zoom, Nextiva, and many more. A couple of the […]

SMS text messaging continues to become more and more popular in business to consumer communication. Many B2B relationships are now using text messaging to more effectively and efficiently communicate with one another. The following are some of the reasons we see businesses using text payment reminders to communicate with their customers. Customer Experience: Consumers use […]