Compliance with industry-standard payment-card security standards is declining amongst service providers and merchants. According to Verizon’s latest Payment Security Report, barely more than one-third of companies were fully compliant with PCI DSS standards in 2019. And to make matters worse, compliance has been dropping for the past three years, with a rapid decline from 2017. […]

What you’re about to read is a true story, with a major national retailer you all know. The other day, my wife needed to call the retailer’s call center to make changes to our membership details. Typically, not a big deal. It turned into a moderately big deal, thanks to a poor customer experience. The […]

To address the ever-evolving risks to the credit card payment ecosystem, the Payment Card Industry Security Standards Council has been preparing the next major update to the PCI DSS standard. The PCI DSS framework is 15-years old, and a lot has happened in the payments industry since the first standard. PCI DSS v.4.0 addresses the […]

Growing up, I remember having to have an attendant pump fuel in my parent’s car. An attendant would ask what grade they wanted and then pump the gas. When we think about it, there were times when we would have to wait on the attendant while he served another customer. Can you imagine this today, […]

Buffalo, NY: Following the announcement of Brent Snyder as the new CEO, IVR Technology Group has added Jim Barker as the new Chief Revenue Officer. IVR Technology Group continues its growth and will continue adding talent to serve the needs in the growing voice automation market. Over the last 15 years, IVR Technology Group has […]

This major provider of consumer credit cards in South America came to us with a complex issue: contact center automation was difficult because of a limitation in the customer data. As a result, all customer calls were handled by agents, with increasing inefficiencies, long hold times, and long call times. We Listened We worked with […]

As more and more companies realize the critical nature of delivering exceptional customer experiences, surveying customers about their experience is a crucial CX tactic. CSAT (customer satisfaction) surveys can take many forms, from an email after the product ships to an end-of-call IVR survey. Statistically, each method will have different response rates. Emailed surveys, for […]

More than 30% of customers will leave a brand after one negative experience, says a recent study from PwC. To make matters worse, as many as 50% of customers reported a willingness to leave a brand, or have left a brand, after just two or three negative experiences. It’s no secret that customer experience is […]

People are on the go more than ever, and yet the one consistent is the smartphone in their hands, pockets, or mounted on the dashboard of their car. And, they use this device to communicate in many different ways – voice, text, email, chat, social, and more. So, how does an IVR system grow revenue? […]

Here Are The Best CX and Customer Service Articles We’ve Read in 2019 Yes, it’s that time of year again, retrospective reflection as the end of the year approaches. We often say, “Customer Experience is everything, and everything is Customer Experience.” So it’s important to stay current with some of the best ideas, research, observations, […]

Interactive Voice Response (IVR) systems serve a great purpose when personalized to serve customers’ needs. When designed and implemented correctly, an IVR system can improve customer experience by 20-30%. Here are a few areas IVR systems can help improve customer experience. Reduce or Eliminate Hold Times Consumers no longer want to wait on hold. Immediate […]

November 19, 2019. Buffalo, NY – IVR Technology Group, a leader in hosted customer service automation solutions, welcomes their new CEO, Brent Snyder. Mr. Snyder will capitalize on the company’s current momentum and lead the growth of their core products that include:  Compass Automation Platform: a full-stack CPaaS for voice and text automation Compass Payments […]

In what world does an automated IVR chatbot that hangs up on callers after several minutes of interaction sound like a good idea? Anyone? Well, that’s what happened to me. Follow along to learn about IVR Chatbot Worst Practices. It’s the end of the day, we gather our pups and relax on the sofa for […]

We’re excited to share that our IVR Surveys by phone are part of the Qualtrics XM Marketplace! For customers of the powerful Qualtrics Customer Experience Management (CXM) platform, engaging customers with a voice survey by phone is as easy as watching this video:   Seamless Integration of IVR Voice Surveys IVR Technology Group seamlessly integrates […]

It’s the existential dispute in customer service; live agents versus automation with a smart IVR system. Customer service is the new differentiator for consumers who generally see parity from one product to another. Poor experiences can turn customers into non-customers, or worse, vocal detractors. It’s essential to get it right. On one side, the argument […]

The latest insights showing gains in customer satisfaction through machine learning tied to natural language processing in customer service chatbots powered by artificial intelligence are now available in a new white paper that outlines the twelve steps for CX AI innovation. Don’t you love it when you see something like that advertised on LinkedIn or […]