There’s a great deal of buzz around the new technologies available for call centers and customer service operations. The buzz includes things like Artificial Intelligence, Robotic Process Automation, ChatBots, Predictive Analytics, Voice Biometrics, Internet of Things, and many more. The promise of improved customer relationships and experiences is tantalizing. In a recent interview, Ben Motteram‘s […]

We see this all the time, as you can probably guess by our company’s name. Most people have never even heard of an IVR until the day they realize they need one. Some know what it is but tend not to think of it until they need a better one. Interactive Voice Response systems can […]

The purpose of the Telephone Consumer Protection Act, or TCPA, is to restrict unwanted solicitations by telephone and automated outbound calls, commonly known as robocalls. The TCPA limits the use of automatic telephone dialing systems. The limitations include blast delivery messages that send out programmatic voice, SMS text, or faxes. The TCPA also protects consumers […]

Creating a strong and consistent customer experience is more important than ever before. We, as consumers, expect so much, and we expect it to be swift and resolute. One less-than-great (and consistent) customer experience with a credit card company, and we may never use them again. So, how does an IVR system help with this […]

An Interactive Voice Response (IVR) system is an essential customer experience tool for companies that manage a large volume of calls. It helps to manage incoming calls automatically, routing callers to the right destination, or answer simple questions. Modern IVR systems can connect into your custom data for deeper interactions such as service or order […]

Most organizations struggle with optimizing their marketing investments to understand what sources produce the most profitable revenue. With digital marketing growth comes the increasing need to know where to apply marketing strategies and expenses. How do companies use intelligent call tracking and analytics to maximize marketing ROI? Emergence Of Phone Number Tracking Back in the […]

Improving the customer experience is more important than ever. Contact centers and large enterprises are seeking feedback from customers to win their hearts, minds, and loyalty. Asking for honest feedback is one of the keys to opening the lines of communication. SMS text and voice communication methods are becoming increasingly popular in capturing customer satisfaction […]

IVR Technology Group Partners with Storable to Integrate Sitelink and StorEdge for Self Storage Automation Over the last several years of providing self-storage voice and text automation solutions, IVR Technology Group has built a strong partnership with Storable integrating with their Sitelink platform. This integration has extended into Storable’s StorEdge platform as well. “For years, […]

COVID-19, shelter-in-place, and social distancing has imposed a number of changes in business culture and operations, none more than in healthcare companies. As these organizations are shifting strategies from integrating new telehealth offerings to work-at-home support agents, HIPAA compliance is becoming more and more complicated. For example, are your newly remote revenue control agents who […]

Customer experience excellence is at the top of the list for companies today. Consumer buying behavior has put the position of strength in the consumer’s hands, and they have higher expectations than ever before. Most organizations have implemented a Customer Relationship Management system, otherwise known as CRM systems, to more effectively gain the business intelligence […]

A global consulting services company, with more than 70 governments as customers, came to us with a problematic issue, administering voice surveys in a highly secure environment. Their customer, an enormous government agency, needed to improve first call resolution across hundreds of call center agents. To do this, they designed a flexible CSAT (customer satisfaction) […]

As we look at the tsunami of change spurred by the coronavirus, one of those archaic items that seem to hang around despite a range of options is the paper check. While the adoption of electronic payments and IVR payments by phone is more and more widespread, many studies indicate that as many as 20% […]

We encountered a growing insurance claims processor who was also rapidly building a portfolio of insurance products, who were in crisis mode; their growth was outpacing their ability to service customers. To try and improve service, they kept moving service from one CCaaS (contact center as a service) company to another. Doing so resulted in […]

Don’t choose the lowest bidder when you are seeking the best QSA (Qualified Security Assessor) to do your onsite PCI DSS audit. We’re not trying to inflate the costs of validating your compliance program but instead intended to LOWER the total cost of the PCI onsite audit. We often have ongoing conversations on what to […]

Every industry has its own set of specific jargon and acronyms. PCI compliance and overall credit card security is certainly no stranger to specialized terminology, abbreviations, and acronyms. As you consider an IVR payment solution or other mechanisms for accepting cardholder data, the jumble of vernacular might be a bit daunting. We’ve assembled our master-list […]

This COVID-19 experience has taught us many lessons. One is the importance of telehealth. Telehealth is the ability to provide health-related services and information to patients who are not physically in the healthcare facility. Instead, they use telecommunication systems and services to visit with healthcare professionals. One of the essential telecommunication systems used is an […]