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…

Optimizing your customer experience, or CX, is an essential endeavor for companies today. There’s no shortage of studies that indicate CX is the new competitive battleground in the marketplace. A critical component of understanding your current state is a CSAT (customer satisfaction) or NPS (net promoter score) survey. These provide valuable data to understand your […]

Interactive Voice Response (IVR) 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 […]

Welcome to Compass Journal. Making a difference takes conscious thought and action. We continue to strive in our growing company in being fanatical and passionate in delivering customer WOW. Every quarter you will receive news and views on happenings in the communication space and areas…

A CPaaS, or Communications Platform as a Service, is commonly known as a cloud-based platform that provides developers with tools to add real-time voice, text, and other messaging features to their applications without the need to build back-end infrastructures. Typically, CPaaS specifications and features support telecommunications applications and expose its features and functionality through RESTful […]

In our chats with current and future clients, we’ve come to learn many of their pain points. With contact centers and large customer service departments, a significant issue is often the inefficiencies in accepting callers’ payments. Some companies are employing clean desks…

Consumers are more aware than ever before of the security risks associated with giving their credit card, debit card, or ACH information to others. And yet, over a million contact center agents are tasked with handling payments for these customers. Below are a few ways we see contact centers take customer payments securely and efficiently. […]

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 […]