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CRM
June 30, 2015 |
IVR Technology Group and Jacada Partner Jacada will offer Visual IVR technology to IVR Technology Group's customers.   |
CRM
July 2003
David Myron |
In Beta: Replaying The Experience Nice Systems knows memory fades with time. That's why Nice introduced Nice Feedback, an IVR survey system that enables contact centers to obtain direct customer feedback immediately after a service call. |
CRM
October 2012
Donna Fluss |
IVRs Get a Bad Rap There's no excuse for not investing in these systems. |
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
December 2010
Donna Fluss |
Speaking of Solid Payback Optimizing your interactive voice response system may require only a small investment |
CRM
June 2013
Leonard Klie |
T-Mobile Listens to Its Customers Surveying tool yields positive results for Austrian carrier. |
CRM
June 9, 2015 |
Jacada Makes Visual IVR Available on the Interactive Intelligence MarketPlace Jacada has joined the Interactive Intelligence Global Alliance Program. |
CRM
July 9, 2015 |
Zappix Launches Visual IVR Survey Tool The Zappix Smartphone Visual IVR now supports a mobile survey tool for customer service interactions. |
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
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
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
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. |
CRM
February 2011
Fluss & Rogers |
How to Listen to the Voice of the Customer in a Multichannel World Contact centers and enterprises in general should interact with customers in their channel of choice, either in real time or periodically. These solutions need to create, issue, collect, and analyze feedback through multiple channels, including IVR, Web, social media, email, SMS, and live calls. |
CRM
March 20, 2012 |
NICE Integrates Interaction Management and Fizzback Solutions to Enhance Customer Experience The combined Voice of the Customer solution enables companies to gain insight into the root cause of specific customer feedback by correlating voice interactions with real-time feedback survey results. |
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
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 1, 2009
Donna Fluss |
Voice Self-Service to the Rescue When live agents can't be had, interactive voice response systems may suffice. |
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. |
CRM
February 2015
David Myron |
Correct Problems Caused by Outdated Automation Systems 'Personalization should permeate the customer experience at every touch point.' |
CRM
February 2015
Leonard Klie |
The Hidden Sources of Poor Customer Service Interactions should be designed with the customer in mind. |
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. |
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
March 2004 |
The 2004 Service Leaders--Part I The leading customer service vendors for 2004 |
Managed Care
August 2004 |
25% of Provider Calls Now Automated Interactive voice response phone systems are being used increasingly by health plans in their dealings with with providers, but much less so for interactions with members, according to a study. |
CRM
September 1, 2009
Christopher Musico |
Jetting to a Better Customer Experience The airline industry is looking for a flight plan to combat the headwind of low satisfaction scores. |
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
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
January 2012
Leonard Klie |
Can Mobile and IVR Avoid a Fight? Customer interaction technologies should support one another, not compete. |
Bank Systems & Technology
June 1, 2005
Peggy Bresnick Kendler |
Contact/Call Centers No longer just about back-office servicing, contact and call centers now provide banks with an opportunity to nurture customer relationships. |
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
December 2010 |
Separating Fact From Fiction Addressing myths regarding upgrading non-vXML-based applications and improving IVR applications. |
CRM
January 2015
Leonard Klie |
In Customer Service, It's More Efficient to Be Effective Rushing customers off the phone might cut costs, but ignores the potential for greater value. |
CRM
December 4, 2015
Gregory Pal |
Why Customer Service Is Marketing -- and How to Get It Right In today's marketplace, savvy businesses are using unique technologies to up the ante on customer experience across all channels -- which translates into customer retention and higher sales. |
CRM
March 2011 |
The 2011 Service Leaders Here are this year's class of service winners and leaders. Each leader is graded on three criteria - customer satisfaction, depth of functionality, and company direction - in seven categories of support and service. |
CRM
January 2005
Colin Beasty |
6 Secrets to Selecting the Right Contact Center Location Critical for contact center success is a balanced solution that meets the needs of both an organization and its customers. |
CRM
November 2012
Leonard Klie |
The New Measure of Customer Service Success Why some traditional performance metrics are wrong and what you need to evaluate now. |
Wall Street & Technology
July 1, 2005
Jim Middlemiss |
CIO Challenge As more and more clients look to conduct transactions via electronic channels, investment management firms are improving their electronic servicing systems. Boosting online search capabilities and integrating call center systems and Web platforms can enhance self-service. |
CIO
July 15, 2005
Alice Dragoon |
CRM Wake-Up Call How to transform your call center from a budget drain into a source of competitive advantage. |
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. |
Inc.
February 2006
Max Chafkin |
The Man Who Wanted a Live Operator An entrepreneur campaigns against automated customer service. |
CRM
November 2011
Leonard Klie |
IVR Investment Pays Off at Australian Bank Westpac Group installs Holly Connects platform to address customer service woes. |
CRM
April 16, 2015 |
Zappix Launches Visual IVR Big Data Analytics Zappix Visual IVR now includes a big data analytics suite, allowing companies to get a true picture of multichannel interactions. |
Entrepreneur
February 2010
Dan O'Shea |
Call Centers Go Virtual A VoIP service provider that's really more of a virtual call-center enabler |
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). |
CRM
March 2013 |
CRM Service Awards: Service Elite Activision began to explore solutions that would give it the flexibility it needed to service its gamers in the channel of their choice. Last March, the company selected Salesforce.com Service Cloud and was able to roll out the product globally and across three of its contact centers within 90 days. |
CRM
March 2014 |
The 2014 CRM Rising Stars All of these companies add significant value to the customer experience. And, because of this, they have the potential to soar. Congratulations to this year's group of high flyers. |
CRM
October 2012
Leonard Klie |
IVR Gives This Pharmacy a Healthy Boost TalkRx keeps a small, family-owned drugstore chain competitive with national rivals. |
CRM
May 2012
Donna Fluss |
Making Sense of the Hosted Contact Center Infrastructure Market A 2012 buyers' guide. |
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. |
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. |
