IVR’s 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.
Blog Posts About IVR and Automation
Case Study: Growing A Bank Through UCaaS & CCaaS Integration
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 […]
What is Interactive Voice Response (IVR System)?
Interactive Voice Response (IVR system) 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.
Reduce Contact Center Costs With Communications Automation
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 automate customer communications utilizing a consumption-based approach; you only […]
How IVR Systems Help Reduce Contact Center Agent Turnover
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. […]
Unified Communications as a Service: What You Need To Know
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 […]
How IVR Systems Increase Revenue And Cash Flow
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. […]
How IVR Systems Can Reduce Labor Costs
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 […]
How To Improve First Contact Resolution In a Contact Center
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.
IVR Technology Group Grows With TCN as a CCaaS Partner
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 […]
Is Your PBX Killing Your Business?
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.
The Core Infrastructure of IVR Systems
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.
The Contact Center is Dead: Long Live The Contact Center
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 […]
How IVR Systems Help Insurance Companies
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 […]
How To Choose The Best IVR For Your Business
We see this all the time, as you can probably guess by our company’s name. Most people have never even heard of an IVR until the day they realize they need one. Some know what it is but tend not to think of it until they need a better one. Interactive Voice Response systems can […]
IVR Systems For Consistent Customer Experiences
Creating a strong and consistent customer experience is more important than ever before. We, as consumers, expect so much, and we expect it to be swift and resolute. One less-than-great (and consistent) customer experience with a credit card company, and we may never use them again. So, how does an IVR system help with this […]