You most likely found this article after doing a Google search on “IVR Best Practices,” or something similar. A search such as that will return a lot of potential sources of information. Interactive Voice Response best practices can be a very subjective topic. Especially when considering the source. Customer service and call center consultants will […]
Blog Posts About IVR and Automation
Demystifying Conversational AI For Customer Self-Service
Conversational AI, chatbots, virtual assistants, AI, machine learning, and more have become the “hot topic” buzz words across all types of customer experience services and applications. Perhaps for a good reason, the promise of AI seems like the panacea for a litany of customer experience problems and contact center costs. Or at least, that’s the […]
The Impact Of Self-Service IVR On Contact Centers
Communication with customers through contact centers is more about speed and ease than ever before. And with self-serve automation through IVR and SMS communication, contact centers can better serve customers 24 hours a day, seven days a week, 365 days a year. With the “lucky-strike extra” of doing so at a more controlled cost. Because […]
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.
Tracking The ROI of a Self-Service IVR For Contact Centers
A growing consumer finance company came to us to help control contact center costs as they scaled their business. Their problem; to service the increasing number of customers, they relied on an expanding roster of outsourced contact center vendors worldwide. Otherwise known as BPOs or Business Process Outsourcers, it can be a cost-efficient method for […]
Managed CPaaS, The Next Step For Self-Service Automation
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 […]
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 […]
Conversation Design For Customer Service Chatbots
Like many customer service professionals, you’ve either adopted some form of a chatbot or are considering which solution is best for you. And by now, you’ve discovered that it’s not as easy as just turning it on. While simple “no-code” chatbots that accept yes, no, numeric or directed responses can be deployed relatively quickly, the […]
The Compass Automation Platform Explained
Welcome. This is a quick walk-through of our Compass Automation Platform, our managed communications platform as a service. At its core is a voice and text application server. Think of it just like the computers that run Amazon or LinkedIn, but for telephony. Our no-code/low-code studio is where we create your voice and text applications. […]
Aligning Chatbots With Customer Personas And Journeys
With conversational AI (artificial intelligence), chatbots allow the world’s best brands to self-serve customers 24 hours a day, seven days a week, 365 days a year. As consumers, our experiences are often either really good (simple and easy) or not so good requiring human intervention. It’s essential to focus on your customers and their journey […]
Don’t Let Technology Drive Your CX Strategy
There’s a great deal of buzz around the new technologies available for contact centers and customer service operations. The buzz includes things like Artificial Intelligence, ChatGPT, 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 an interview, Ben Motteram’s […]
What Is An Engagement Conduit? And Why You Need One.
Our new website and branding tout that, “We are the engagement conduit that enables extraordinary experiences between you and your customers.” To understand what we mean, let’s think about what an “engagement conduit” might be. For example, consider this blog post; you’re reading it thanks to a type of engagement conduit, a web application server. […]
What’s the difference between non-integrated and integrated solutions?
Everything we do for business today revolves around technology. Companies use systems like Enterprise Resource Planning (ERP) for managing and planning for success. These areas generally include financial, order processing, logistics, manufacturing, supply chain planning, procurement, and project management. At times business needs will require a solution that is outside their IT core competencies. When […]
Outsourcing Your Contact Center: What You Need To Know
As a smart leader, you focus on doing whatever is possible to cut costs and improve efficiencies within your company. You define your budget on core business goals and look for efficient ways to achieve those goals. One way to check the boxes of both budgets and efficiencies is to outsource your contact center. Industry […]
Improving Customer Journeys For Mortgage And Insurance Companies
Consumer expectations have evolved more rapidly in the past five to ten years than in the previous 50. That’s why, in today’s marketplace, carefully crafted customer journeys are critical to your success. Many business sectors have embraced this rapid evolution, but a few are still playing catch up. As we visit with current and future […]
How SMS Automation Reduces Contact Center Labor Costs
Increasingly, contact centers are using SMS text messaging to communicate with customers. The trend is fueled by consumer demand, evident in the quick responses and high open rates for text messages compared to other communication channels. Most contact centers have been using SMS text messaging with their agents communicating with people in a one-to-one fashion. […]