Over the last 16 years of automating voice and text messaging for clients and partners, IVR Technology Group has been asked to help select UCaaS and CCaaS platforms to integrate with the Compass Automation Platform. Having worked with many UCaaS providers in the past, RingCentral has continued to stand out as a great solution for […]
Blog Posts About IVR and Automation
How Disjointed And Disgruntled Customer-Facing Employees Hurt CX
If you follow CX gurus like Annette Franz and Shep Hyken, you know that one of the best ways to improve your customer experience is to improve your employee experience. In many ways, this may seem like an obvious connection, fulfilled employees feel invested in making customers happy. But how do you quantify the connection […]
Customer Story: Using Text Messaging For Urgent Communications
As COVID-19 forces significant segments of the workforce to work from home, or significantly alter their schedules, proactive messaging has never been more critical. Text messaging has proven to be the most reliable way to push essential notifications to employees, vendors, and contractors. Here’s an example of how one of our customers is reducing HR […]
Do Your Customer Journeys End At Your IVR?
Your IVR is an important, if not critical, component of your customers’ journey. It’s a crucial step in the customer experience that can either end their journey with abrupt disappointment or propel the journey into a deep relationship with your company. But we see too many companies treating their IVR as a mere utility, a […]
How An IVR Improved Direct Mail Campaigns
A national direct mail provider needed a way to help their client gather real-time analytics on the performance of direct mailings. Their client, a large regional home mortgage provider, relied on numerous direct mail campaigns to drive sales and generate leads. Very often, the campaigns would be rapidly deployed, depending on the movement of mortgage […]
Our Deep Dive Into Customer Emotions
Every so often, various members of our team gather at an off-site location to take a deep-dive into aspects of our ever-changing business. Recently, the team focused on our customers’ customers. And more specifically, the emotional state when making a payment by phone or navigating an IVR menu. The experience was challenging, tense at times, […]
Comparing an IVR to a Live Agent
For decades, we’ve used Interactive Voice Response technology to pay bills, check product pricing and availability, schedule appointments, and much more. As IVR technology becomes simpler and simpler to deploy, many organizations find themselves determine where to implement IVR capabilities versus having a live agent. So, here are some reasons and areas you may choose […]
IVR Best Practices For 2020
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 […]
Customer Expectations For Consumer Finance Companies in 2020
The expectations of today’s consumers are set by technology-driven organizations outside the consumer finance sector. Instant gratification, proactive communications, omnichannel options, and rapid resolution are no longer best in class strategies; they’re table stakes. Looking at 2020 and beyond, it’s clear that consumers expect exemplary experiences from their financial institutions. However, despite the expectations for […]
Customer Story: Building Gold Standard Customer Experiences
One of America’s leading marketers and services of subprime credit cards came to us with several urgent issues. They acquired a new credit card product that required a specific IVR Their current IVR vendor was unresponsive to needs and time constraints They needed to process more calls through automation Their call center experienced frequent downtime […]
Why Today’s Customers Expect Self-Serve Options
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, […]
Customer Story: How We Solved Long Hold Times
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 […]
Our Favorite CX Articles of 2019
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, […]
How Interactive Voice Response Helps Improve Customer Experience
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 […]
I Just Had The Worst Experience With a Chatbot IVR
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 […]
How IVR Automation Lives In Harmony With Live Agents
It’s the existential dispute in customer service; live agents versus automation with a smart IVR. 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 is […]
