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IVR Technology Group

IVR Technology Group

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Facilitating the Buying Process

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…

Conversations

Making Your Payments in a Post-COVID World

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 […]

Compass Pay

How IVR Systems Can Reduce Labor Costs

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 […]

IVR and Automation

Make it Easy For Your Customers to Opt-In to Text Payments

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.

Compass Pay

Customer Story: IVR Surveys For COVID-19 Screening

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 […]

Surveys home,  story

How To Improve First Contact Resolution In a Contact Center

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.

IVR and Automation global,  home

Using Dynamic Number Insertion to Track Marketing Sources

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

Call Tracking

IVR Technology Group Grows With TCN as a CCaaS Partner

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 […]

IVR and Automation

Is Your PBX Killing Your Business?

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.

IVR and Automation

IVR Technology Group Announces Its Partnership with 8×8

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

Hosted Contact Center

What Customers Expect From Self-Service

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.

IVR and Automation global

The Core Infrastructure of IVR Systems

As you begin to consider a new or upgraded enterprise-level IVR system for your business, there’s a lot to consider before planning your first call flow. In the past, we’ve covered common IVR complaints, strategy, choosing an IVR, CRM integration, customer journeys, and other tactical topics. Now it’s time to dig into pre-planning, the things you need to know before you look for voice-over talent.

IVR and Automation

How IVR Systems Help With Contactless Payments

Contactless payments are not just a trend with COVID-19. They are the future, and having a contactless payment strategy is the new norm. Whether your business is serving customers face-to-face or remote, you need a contactless strategy. COVID-19 And IVR Payments COVID-19 has made IVR payments more popular than ever for many of the following […]

Compass Pay home

Top IVR Complaints, And How To Avoid Them

We’ve all encountered an awkward or downright dreadful Interactive Voice Response system (IVR) from time to time. Nothing can be more off-putting than trying to navigate through a virtual labyrinth of voice prompts and complicated menus. A poorly conceived IVR is often the number-one customer service complaint (Harvard Business Review), causing a severe impact on […]

IVR and Automation

The Contact Center is Dead: Long Live The Contact Center

In the time it took your computer to load this post, the Contact Center died and resurrected 3 times. No, not really, but it seems that the Contact Center is declared dead every few years or predicted within two years. But what people are saying is that the CURRENT Contact Center is dead. We exist […]

IVR and Automation

How Text Messaging For Business Helps 14 Industries

Nearly 85 percent of Americans use text messaging every day, with two-thirds preferring text messaging rather than phone conversations. However, less than 40 percent of businesses are using some type of text messaging to communicate with customers, according to ZipWip’s “State of Texting 2019” report. The future of customer communications is the native text messaging capability…

Compass Broadcast golocal,  home

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IVR Technology Group
HEADQUARTERS
  65 Lawrence Bell Drive, Suite 102
  Amherst, New York 14221
  1-716-250-2800

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  1-972-846-4100
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