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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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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10 Apr Capital One's SMS Notification Evolves Into Customer Interaction

By: Chad Wright

As a customer of Capital One, I signed up to receive SMS notifications when a recent charge hits an account to prevent both fraud and to track online purchases of my four children. The buzz word of the day is “bots” and the need to use natural language and artificial intelligence as the next “game changer” in support of your customers. The Capital One story provides some interesting tidbits on the benefits of a proactive notification strategy and its link to the development of a first generation chatbot.

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13 Mar New Design Methodologies Drive an IVR Revival

By: Chad Wright

The buzz in the customer care industry always tilts in the direction of the shiny new object. Customer engagement on social media, chatbot assistants powered by artificial intelligence, and continued migration to the cloud continue to receive the most press coverage. It appears that a forgotten and perhaps neglected service channel, Interactive Voice Response (IVR), is once again driving customer value and showing up in industry publications due to new design methodologies.

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