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24 Jul IVR capabilities Through The Years: How Does Your System Stack Up?

By: Sachin Duggal

Interactive Voice Response (IVR) systems have existed for several decades. Over time, this technology has evolved. The most advanced systems are at the vanguard of incorporating Artificial Intelligence into our everyday life. Despite the advancements in voice solutions, many companies have not updated their IVRs. Customer Service expectations are increasing. IVR modernization is a cost-effective way to keep up with demand.

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13 Feb Customer Focused Measures to Keep in Mind

By: Jeff Buzhardt

You’ve taken the first step and moved a self-service/digital deflection customer service model for your contact center. You put together a sophisticated set of checks and caller-driven options to respect your customer’s time.

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19 Jan The Role of the Phone Channel for Healthcare Contact Centers in a Multi-Channel World

By: Sachin Duggal

I was recently working with a Healthcare Insurance operations executive servicing Medicare. She had some interesting perspectives on providing customer service through their web portal as opposed to their phone-based call center. The thought was that the portal was a more logical and cost-efficient pathway for self-service. The phone channel comes with costs to support infrastructure and agents, and can also be a slower pathway for customers to resolve several types of issues. I can appreciate why someone would have this perception. But looking deeper, keeping a robust phone channel still makes a lot of sense and should be an integral part of your customer service strategy.

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20 Nov 5 Reasons To Use a Chatbot in my Contact Center

By: Jeff Buzhardt

Anyone who has ever tried to contact a company through a call center knows that the process can be discouraging and repetitive. This is not the case with trying to contact every company on the face of the earth, but you would be lying if you tried to tell me that you have had a pleasurable experience every time you have called customer service. So what can be done to improve the perceived dreadful experience of contacting customer service?

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12 May Aspect ACE 2017 - Faster Forward

By: Chad Wright

After attending the Aspect ACE event and speaking to hundreds of the attendees, I thought I would share my perspective on the event. In full disclosure, MicroAutomation has a product - OmniEngage - that Aspect cloud and premise customers using Aspect CXP leverage to power customer engagement across any channel. That said, we maintain a vendor agnostic approach to best serve our customers and work with a wide range of vendors in the contact center industry. I had a great time at the event and enjoyed speaking to a lot of professionals that are on the front lines of customer service everyday.

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