Blog Posts About IVR and Automation

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 […]

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 […]

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 […]

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 […]

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. […]

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 […]

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 […]

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 […]

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 catchup. As we visit with current and future customers, […]

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. […]

A rapidly growing mortgage provider outgrew its legacy telephone system and transitioned to a self-hosted hybrid environment of multiple hosting providers and carriers. With several hundred locations across the United States, the patchwork system had severe latency and call quality issues. The result was failing customer service and an inability to scale the company. And […]

Contact center executives often mistake treating new or improved IVR systems as a capital expense investment. While that may be true for legacy systems when looking at an on-premise solution, modern cloud-based IVR’s are different. Like our managed CPaaS, the Compass Automation Platform, modern IVR systems utilize a consumption-based approach; you only pay for what […]

IVR systems helping to reduce agent turnover in a contact center? At first, you may think that’s a rather bold statement. Seemingly, automation technologies and agent morale are two separate components of customer service operations. They’re not. We’re going to walk you through a few scenarios that illustrate exactly how you can elevate employee morale. […]

With the IT cloud movement of the early 2000s, many new “as a Service” offerings became more readily available for small businesses and large enterprise contact centers. Unified Communications as a Service, often referred to as UCaaS, was one of them. UCaaS platforms include 8×8, RingCentral, Zoom, Nextiva, and many more. A couple of the […]