I’m done with work and am about to take a brief walk outside. It’s a somewhat humid summer evening, but thankfully, it’s cool, so the bugs are subdued, chirping quietly in the grass and trees. These walks are when I decompress and take stock of the day. So much happens during the day, so many […]
Blog Posts About IVR and Automation
IV-What? The One Pain Point That Every Business Wants To Solve.
I got a call from my best friend asking if I wanted to take an interview with IVR Technology Group. I was thrilled but wasn’t sure what I would be getting into considering my expertise was in cloud solutions, not IVR. Fast forward a few weeks and I was on my way to being the […]
8 Best Practices To Deliver Delightful IVR Experiences
IVR’s (Interactive Voice Response) have had a negative aura around them, primarily because like anything else, not caring about the user experience leads to terrible outcomes. Every channel, including IVR, has inherent drawbacks and limitations; every channel also needs to be used correctly. The industry places so much attention on call cost containment that it […]
Can Your Business Benefit From Voice Broadcasting?
What is Voice Broadcasting? Voice broadcasting is a mass communication technique that started in the 1990’s. Its purpose is to broadcast telephone messages to hundreds or thousands of call recipients at once. This technology has both commercial and community applications. Voice broadcasting users can contact targets (whether they’re members, subscribers, constituents, employees, or customers) almost […]
10 Simple Ways IVR Systems Are Used In The Insurance Industry
According to a recent report from CCC Information Services, communications technology is the driving force of change for the insurance industry. If you’re customer is wondering how they can get a new policy, or how a repair can be completed faster, an IVR Systems capability is wide-ranging. In order for insurance companies to be competitive, they need to […]
How To Handle Inbound Calls In A Financial Institution
IVR Software enables callers to get information about their account at any time, contact customer service, or even make a payment. Because customers will come calling, this is usually a staple for the phone line of most businesses. Yet, is it worth the investment for a business such as a financial institution? IVR Software = […]
10 Reasons You Should Consider Visual IVR
Most customers want to be able to find their own solutions. When it comes to self-service, an IVR can help. Yet, some IVRs have too many options or put people on hold for more than they would like. The way to boost customers satisfaction is to take self-service to the next level with VIVR. 1. […]
5 Simple Ways To Make Customers Fall In Love With Your IVR System
Statistically speaking, your customers hate IVR—83% of them think it provides either no value at all or a cost benefit for the company. With more and more people turning to mobile apps and other channels, one might think IVR must be going downhill. It turns out the global IVR equipments market is projected to grow […]
How To Improve Your IVR by Listening to Your Customers
The average consumer believes that having more choices would allow them to customize their life. Companies comply with this demand and promise to offer us more choices. More flavors of Mountain Dew, more channels with your cable subscription package, or more options for insurance coverage! Unfortunately, more choices can lead to more confusion. This phenomenon is known […]
Are You Making These Mistakes In Your IVR-System?
According to JD Power & Associates, only 7% of companies offer an IVR solution that delivers a better experience than live agents. When used properly, an Interactive Voice Response (IVR) system can provide a substantial ROI, but mistakes are bound to happen. Here are some of the most common mistakes people make when it comes to […]
VXML Increases Industry Standards
We recently merged with Phonologies (check out official press release here), a global provider of contact center technologies and cloud based voice platforms. The robust Phonologies’ CCXML and VXML platform that powers over 20 million calls worldwide per day will become a core offering for IVR Technology Group, so we wanted to talk a little […]
10 Tips for a Stellar IVR: From A Callers Prospective
So, you have an IVR solution, but you don’t know if it’s a good one. I can help you with that, as can anyone who picks up the phone and calls your business. The other day I called a customer service line for a pretty well-known company in my area. The purpose of the call was […]