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 […]
Blog Posts About IVR and Automation
Interactive Voice Response (IVR) is a software application that accepts a mixture of voice telephone input and touch-tone keypad selection and provides appropriate responses in the form of voice, fax, callback, e-mail and perhaps other media.
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 […]
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 […]
Every company in the United States wants increased profits and improve cash flow. So, how can an IVR system help them achieve these goals? Let’s start with increased profits and how an IVR system can help a company boost its products and services revenue. Here are a few ways our clients are making this happen. […]
The highest cost in most contact centers and even business, in general, is personnel. Frequently, a reason for this is the lack of automation and the ineffective use of technology. IVR systems can play a significant role in helping reduce labor costs in contact centers and other areas of the business. Intelligent Routing Intelligent IVR […]
Resolving customer issues or questions on the first call is the pinnacle of success in contact centers. It’s the ultimate expression of a fine-tuned customer engagement and experience strategy. So it’s essential to track and monitor FCR (first contact resolution) in your customer service operation.
Over the last several years, TCN and IVR Technology Group have worked closely together to help many large contact centers improve customer experience, reduce operational costs, and automate business processes. TCN provides a Contact Center as a Service (CCaaS), which is contact software hosted in the cloud. With more recent developments, we’re expanding our partnership […]
As your customers and employees’ expectations continue to evolve, the most damaging issue is that your legacy PBX can’t keep pace. Communications technology is changing faster than ever before; ease of use and rich features are no longer “luxuries,” they’re requirements.
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.
As you begin to consider a new or upgraded enterprise-level IVR system for your business, there’s a lot to consider before planning your first call flow. In the past, we’ve covered common IVR complaints, strategy, choosing an IVR, CRM integration, customer journeys, and other tactical topics. Now it’s time to dig into pre-planning, the things you need to know before you look for voice-over talent.
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 […]
In the time it took your computer to load this post, the Contact Center died and resurrected 3 times. No, not really, but it seems that the Contact Center is declared dead every few years or predicted within two years. But what people are saying is that the CURRENT Contact Center is dead. We exist […]
Insurance companies increase the quality of their customer service, improve cash flow, and reduce operating costs by leveraging Interactive Voice Response systems. While doing so, many create a competitive differentiator in the level of service they offer and how they conduct their business. Operating an insurance company can be time, phone, and paperwork intense. An […]