From the first magical moment Siri answered questions during a 2011 Apple event, we knew that voice was going to become a major trend in computing, we just didn’t know when.

Keeping in touch within an office is easy, you take breaks, chat, have lunch, run into each other’s offices etc. With remote individuals, staying connected can be difficult, but through tools and procedure, we can bridge this gap.

We’re fortunate to have a great many incredible customers who give useful feedback and ideas. It’s like having a perpetually running focus group connected to our customer experience team.

Once upon a time, it cost an arm and a leg to get those “big business” phone features like an automated attendant all the way down to phone conferencing. This was known as a traditional PBX system.

Let’s start with the basics – IVR stands for Interactive Voice Response and in a nutshell, these systems can range from custom call flow trees you dial into, all the way to the sports updates that are sent right to your phone.

Someday your customer is going to leave you. Churn happens to every business regardless of size or industry. After all, it’s the event in the customer lifecycle stage that the retention process was created to prevent.

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.

The payments industry is set to see dramatic changes in 2018. The emergence of new technologies & consumer payment trends will push many businesses to reflect on their own PCI-DSS liability, including what’s at stake for them if a breach occurs.

A cloud-based contact center platform that’s channel agnostic (voice, text, video, social, smart speaker) with a CRM that maintains customer state across channels? I’m in!

When and how will artificial intelligence take over the customer experience? The AI movement has started to take off and we are all learning how, where and when to use it. I don’t believe it will ever take over the entire customer experience, it does have its limitations just like humans. The advantage of AI […]

In this day and age, relying on just traditional marketing methods like yellow pages and print ads will put you behind. Most small businesses struggle with marketing, an essential component of when it comes to business success. Today, there are dozens of people within your area using the internet to find a business just like […]

Communication Company Continues To Flourish By Adding To CX Team Buffalo, NY (December 5, 2017) – IVR Technology Group, a leader in Communication Technology focused on delivering delightful interactions, is proud to welcome Christopher Miano as an Account Executive to their growing Customer Experience team. Prior to joining IVR Technology Group, Christopher Miano had consulted […]