IVR

covers the potential of interactive voice recognition (IVR) technology to power service differentiation and improve customer relations.

Interactive voice recognition (IVR) technology has come a long way from its roots as a cumbersome, difficult-to-navigate tool derided by customers. When properly deployed with industry best practices, modern IVR has the potential to positively transform customer service through the contact center.

Watch this webinar with Tim Harris...

to demand from your interactive voice response (IVR) cloud hosting provider.

Many companies have turned to interactive voice response (IVR) as a way to streamline customer service processes and enable 24-hour support for anytime access. In today's digital age however, it is not just enough to have automated phone service; customers expect personalization, reliability, and support across all communication channels including texting and social media.

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focus on creating best-in-class customer experiences using IVR applications. This transcript will provide you with key information necessary to execute a comprehensive PaaS strategy using VXML.

There are many essential elements to keep in mind when considering upgrading a Premise Platform. As the cost of business continues to rise, and operating and resource budgets decline, many Fortune 1000 companies are looking for alternatives to managing the large capital expenditures...

focus on creating best-in-class customer experiences using IVR applications. This webinar will provide you with key information necessary to execute a comprehensive PaaS strategy using VXML.

There are many essential elements to keep in mind when considering upgrading a Premise Platform. As the cost of business continues to rise, and operating and resource budgets decline, many Fortune 1000 companies are looking for alternatives to managing the large capital expenditures and...

This paper discusses first contact resolution and the offerings for measuring success with FCR.

Many organizations are looking for ways to improve their contact center strategy, and the focus has quickly shifted to first contact resolution (FCR). Unfortunately however, most companies struggle to accurately measure FCR.

This paper examines the various methods for FCR measurement, including their roll out options, costs and risks, and provides recommendations on...

Club South (ACS) meant utilizing a cumbersome, unreliable IVR survey system that could be easily manipulated by the call center agents. Members had no way of knowing whether their voices had been heard, and ACS had no real data to drive service improvements. All that changed when ACS implemented ECHO, inContact’s customer feedback system. With new, cutting-edge surveying technology in place, ACS was able to

• Measure consultant performance and member satisfaction
• Receive survey

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