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CRM
December 2010
Donna Fluss |
Speaking of Solid Payback Optimizing your interactive voice response system may require only a small investment   |
CRM
October 2012
Donna Fluss |
IVRs Get a Bad Rap There's no excuse for not investing in these systems. |
CRM
June 30, 2015 |
IVR Technology Group and Jacada Partner Jacada will offer Visual IVR technology to IVR Technology Group's customers. |
CRM
May 1, 2006
Coreen Bailor |
Like a Circle in a Spiral Making your interactive voice response system as user friendly as possible will help increase customer loyalty and keep costs down. |
CRM
October 1, 2009
Donna Fluss |
Voice Self-Service to the Rescue When live agents can't be had, interactive voice response systems may suffice. |
CRM
February 2015
Leonard Klie |
The Hidden Sources of Poor Customer Service Interactions should be designed with the customer in mind. |
CRM
January 1, 2008
David Myron |
'Your Call Automation Sucks' What one company learned after overhauling its interactive voice response system can provide useful lessons as you adopt Web 2.0, CRM 2.0, and social networking strategies. |
CRM
May 1, 2007
Walter Rolandi |
Hybrid Hopes If call centers want to circumvent most speech recognition problems, the time has come for hybrid architectures. |
CRM
March 2015
Leonard Klie |
The 2015 CRM Service Leaders: Interactive Voice Response While interactive voice response systems were once only used by large companies that received massive amounts of calls, small businesses are now adopting the technology in large numbers as well. |
CRM
November 2005
Coreen Bailor |
Avoiding the Speech Rec. Wreck Speech recognition has struggled to move into the mainstream, but these applications are picking up where touch tone IVR leaves off. |
CRM
February 1, 2007
Walter Rolandi |
Decrease IVR Hang-Ups Want a more effective interactive voice response system? Here are a few rules that can help prevent customer loss. |
CRM
December 2007
Coreen Bailor |
Speak Up! Designing a speech-enabled IVR system is inherently complex and requires in-depth preparation. Here are eleven strategies to ensure that you're hearing your customers loud and clear. |
CRM
November 2011
Leonard Klie |
IVR Investment Pays Off at Australian Bank Westpac Group installs Holly Connects platform to address customer service woes. |
CRM
May 1, 2007
Coreen Bailor |
Chatting Up Customers Down Under A telecommunications company combines speech with CTI and increases customer satisfaction, agent efficiency, and self-service adoption as a result. |
CRM
February 11, 2011 |
IVR Technology Group Announces iCAN Post-Call Surveys IVR Technology Group, a provider of intelligent voice response services and solutions, has introduced a feature-rich, post-call survey application that can be coupled with its IVR hosted services platform to provide call centers with easy access to very robust, automated telephony tools. |
CRM
April 2014
Leonard Klie |
From IVRs to Automated Interactive Customer Contacts Chat, SMS, and virtual agent solutions have a strong future if deployed wisely. |
CRM
March 2014
David Myron |
Top 3 Customer Service Trends for 2014 This year's hottest customer service trends include social media, cloud technology, and mobile devices. |
CRM
August 8, 2014
Karnail Jita |
The Missing Piece of the Customer Experience Puzzle Visually enabled IVR picks up where apps and self-service leave off. |
CRM
October 1, 2005
Coreen Bailor |
On the Scene--Talk Good: Best Practices in Speech Deployment Industry experts provide guidance for considering and deploying speech technologies. |
CRM
May 2012
Leonard Klie |
In the Air Instead of on the Line A natural language-based IVR connects US Airways passengers to better service. |
Bank Technology News
July 2005
Shane Kite |
Communications: Automated Talking Gets More Complex Interactive voice messaging-the next step beyond traditional interactive voice response-gives banks a shot at more proactive customer relationship management. But are there options? |
CRM
November 1, 2006
Coreen Bailor |
Speech Recognition Leads to R&R Fluency Voice Technology helps a travel services company provide its customers with more communication choice. |
CRM
May 2012
Michele Masterson |
Natural Language Understanding Grows Up The bar has been raised for technologies that not only hear, but understand too. |
CRM
April 2015
Leonard Klie |
VoltDelta Is the Right Prescription for Rx Outreach The multichannel cloud contact center solution provides IVR, agent infrastructure, and automated prescription reminders for a mail-order pharmacy. |
Bank Systems & Technology
March 29, 2006
Phil Britt |
Help Those Who Help Themselves Customer expectations are raising the bar for bank self-service. |
CRM
September 2010
Koa Beck |
Call Weighting With ClickFox, Sprint takes an analytical look at its cross-channel customer experience - and saves millions in the process. |
Insurance & Technology
January 28, 2009
Anthony O'Donnell |
MetLife Boosts CSR and IVR Capabilities Competing for external recognition has helped MetLife's call center operations leadership identify the capabilities it needs in order to deliver best-in-class service. |
CRM
April 2008
Christopher Musico |
The 2008 CRM Service Awards: Interactive Voice Response IVR solutions are growing increasingly mature; Genesys Telecommunications Laboratories proves itself most mature of all. |
CRM
December 7, 2012 |
Latin America's Contact Center Market Is Booming Adoption of interactive voice response and agent performance optimization systems is increasing. |
New Architect
March 2002
Jonathan Eisenzopf |
Updating Your System Is VoiceXML right for your customer service strategy? |
CRM
April 2006 |
The 2006 Service Elite Awards Here's five organizations that reaped the benefits of their contact center and customer service initiative: Washington State Department of Information Services... Charter Communications... Health Net... etc. |
Bank Technology News
March 2010
John Adams |
IVRs Get On The Brandwagon Interactive voice response (IVR) systems are increasing in importance as a retention tool in the financial services industry. New systems can be linked to CRM systems, and can move callers and customer data between departments. |
Bank Technology News
April 2002
David Rountree |
Phone Glitches Drive Consumers to Competition Banks, more than most companies, are likely to lose customers when service quality slips... |
CRM
May 1, 2006
Coreen Bailor |
Crediting Speech IBM and Call Design help Australia's St. George Bank reap the benefits of a speech-user interface by delivering one voice to the customer while minimizing call transfers and improving satisfaction with its voice channel. |
CRM
April 1, 2007
Collins et al. |
Satisfying a Double Standard How to capture the real self-service opportunity. Satisfying the double standard of attempting to drive customers to lower cost channels while improving the experience is the key to success. |
CRM
January 2013
Leonard Klie |
IVR Fuels Improved Customer Service for Propane Supplier AmeriGas offers targeted, more efficient solutions with a speech-enabled phone system from Message Technologies Inc. |
CRM
May 2011
Leonard Klie |
IVR Is Good News for Scripps Media company leverages Pronexus system to standardize subscription services for 14 newspapers. |
Insurance & Technology
November 17, 2004
Maura K. Ammenheuser |
Loud and Clear To improve customer service, insurers are increasingly turning to speech-based technology, and away from call centers, to handle consumer questions. The familiar touch-tone systems may soon go the way of the rotary phone. |
PHONE+
Jon Heaps |
Top 7 Targets for Hosted Contact Centers Identifying the right targets for hosted contact center solutions. |
CRM
March 2004 |
The 2004 Service Leaders--Part I The leading customer service vendors for 2004 |
CIO
June 1, 2006
Susannah Patton |
Answering the Call Everyone's had a bad experience with a call center. But now companies are investing in advanced technologies and at-home agents to connect with customers, not put them on hold. |
CRM
February 2015
David Myron |
Correct Problems Caused by Outdated Automation Systems 'Personalization should permeate the customer experience at every touch point.' |
InternetNews
May 8, 2006
Andy Patrizio |
Microsoft Begins Testing Speech Server 2007 Microsoft today formally opened up a public beta test of the Microsoft Speech Server 2007, a significant upgrade to its voice recognition and telephony server with a host of new features and technologies. |
CRM
March 2007
Ian Jacobs |
Gethuman? Get Real. Arising from consumers' growing hostility toward interactive voice response systems, this new project's standard could work to deepen, not reduce, consumer dissatisfaction. |
CRM
October 18, 2004
Coreen Bailor |
It's About People, After All Incorporating the human element into contact center automation. |
CRM
January 2012
Leonard Klie |
Can Mobile and IVR Avoid a Fight? Customer interaction technologies should support one another, not compete. |
CRM
March 2010
Christopher Musico |
The 2010 CRM Service Awards: Service Leaders - Interactive Voice Response Genesys is doing some of the most leading-edge stuff in terms of that dream of marrying IVR with the computer-telephony integration workflow. |
CRM
September 25, 2015
Leonard Klie |
Zappix Expands Global Support for Its Visual IVR Zappix now allows companies to provide visual IVR mobile smartphone solutions for iPhone, Android, and the Web in multiple languages. |
CRM
October 18, 2004
Coreen Bailor |
Can You Here Me Now? VoiceXML, or Voice Extensible Markup Language, has made its way into the contact center and is bringing standards to the IVR (interactive voice response). |
Bank Systems & Technology
October 28, 2004
Peggy Bresnick Kendler |
Contact Centers It is critical for banks to have well-trained contact center personnel and to implement the latest self-service and voice technologies. |
