IVR

ivr-to-voicebot

IVR to Voicebot: The Obvious Shift?

There has been a common concern among the customer experience and service professionals about voice channel fading away for the contact centers. But in reality, this cannot be farther from the truth. The voice channel is still very much relevant as people still like to have an interaction with humans. Having said that, we also …

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Improving Customer Experience with IVR Optimization

In today’s business scenario, keeping everything else constant, its customer experience (CX) that makes all the difference. But, how do we achieve an exceptional level of CX? The most important factor to consider for this is to look to improve customer engagement. Customers attribute good experience with great support. With changing times, the customers have …

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IVR Solutions for Customer Service: Top 7 Benefits of using an IVR System

Automation is no more a differentiating factor, but has become a necessity in making customer service a success. One of the most common tools to achieve that is through an Interactive Voice Response or IVR System. An IVR is an inbound solution to enable the customers to reach out to the organization for support, amongst …

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Stroll Down Memory Lane – The History of Customer Service

Do you remember your parents or grandparents fretting over the fact that a product they recently purchased isn’t working fine and they have no idea how to go about the replacement process? The only logical way out use to be, to redirect the product back to the seller, which meant long travel itineraries, waiting for …

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By Ignoring IVR Analytics, you are Ignoring the Future

Truth be told – your IVR should never be ignored, and IVR (Interactive Voice Response) analytics play an all important role in the development of MNCs and other firms. Ignoring IVR can become a big problem in the coming future. It is the end to end call assessment solution. IVR analytics should be a part of every …

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7 Ways to Make your IVR More Customer-Friendly

Customers find an IVR system to be useful because it is faster, available 24*7, better for simple and routine tasks and of course a cost-effective solution. However, despite acknowledging IVR systems to be useful, still many callers prefer to interact with a live agent over the automated self-service machine. The main reasons why users don’t …

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Why Speech Enabled IVR Systems is the Best Way Forward

  Interactive Voice Response (IVR) systems have been around for quite some time now, but it is only recently that its importance is being truly appreciated with the development of Speech Enabled IVR systems. An IVR, which is a basic telephony menu system, is equipped to guide or prompt the caller to perform basic operations …

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