Companies in the payments sector have unusually high call volumes, complete with seasonal call spikes. It’s even more important for these companies to get their call center automation right. Here is a SlideShare presentation with 7 must-haves for IVR in the payments industry: Learn more in the prepaid IVR must-haves white paper.
In Don’t Blame the Technology, I refute a Guardian newspaper article that blames automated voice applications for long waits on hold. In the Guardian article, the writer vilifies companies that use automated voice applications as receptionists that put customers on hold while they wait for a call center agent. What the article misses is that …
How do you make technology easier to use for older adults who struggle with diminishing cognitive ability? One way is through high set-level compatibility. Set-level compatibility refers to the relationship between stimulus and response set and the relationship’s influence on response time. The more commonality shared between a stimulus and response set, the faster the …
Study: Making Automated Technology Easier for Older Adults to Use Read More »
Anyone who’s used an automated phone service rarely has anything good to say about it. —Dean Burnett of the Guardian Ah, that old chestnut again. Burnett’s article in the Guardian newspaper, On-Hold Hell: Why Automated Phone Systems Are Infuriating, is a mostly funny slam of automated voice systems. What it leaves out, however, is that …
Historically, it has been very difficult to optimize voice applications—to analyze the granular success of each component and use that data to improve the overall customer experience. It’s been impossible to do it without logging sensitive data. Our vision of a hosted IVR infrastructure has always been: scalable, flexible and extremely fault tolerant. With our …
Although some predict a slowing in the incredible growth rate of the prepaid card industry, we’re still talking over 20% growth every year. So if call spikes overwhelm the call center now, wait until companies are bigger. Call spikes aren’t going anywhere. And neither are automated voice systems, which handle more communications than live agents …
How To Handle High Call Volumes Without Affecting the Customer Experience Read More »
Automated voice systems, such as IVR, handle more customer service transactions in call-heavy industries like financial services than agents, websites, or other communication channels. These systems are the first and most common point of contact for most of our customers. As such, they need to be useful, not frustrating, especially in sectors like the prepaid …
How to Not Ruin the Customer Experience with Automation Read More »
The purpose of modern survey tools is to make doing surveys possible for the average person. As rapid application development (RAD) tools, they take the coding out of survey creation. Here are some basics on these tools: What’s a RAD Tool? Simply put, RAD tools enable you and me to create applications. Using a visual user …
Automated voice systems have always been good at saving organizations money. Unfortunately, they’ve also been good at annoying customers. We’ve all seen the commercials with the guy yelling “Big Boy!” into his phone. Recently, though, interactive voice response (IVR) has become a real tool for improving the customer experience (i.e., they work, and they work …
How IVR Dictates the Customer Experience and Your Bottom Line Read More »
You carefully craft what you think is the perfect survey for the perfect target audience. You send the survey out and receive what you think is a representative sampling of your target audience. Except it’s not. Biases have booby-trapped your survey. Sometimes unforeseen biases can skew a survey dramatically. Here’s a quick rundown of the …
Fuse - Low-Code Programmable GUI Environment
Chat - Omni-channel communication with chatbots
Conversational AI - Understand caller intent
DEV - Programmable voice platform for dynamic, complex, and secure apps
Insight - Omni-channel survey creator
Message - Enterprise-Level SMS Campaign Management Platform
Professional Services - Accelerate deployment for rapid ROI
SecureAssistant - Agent-present virtual voice assistant for secure payments
VoiceTrends - Analytics for voice applications
Account Inquiries & FAQs - Handle repetitive queries with ease
Card Activations & Servicing - Improve card profitability
Notifications & Reminders - Leverage voice dialogs and SMS
Payments - Process secure customer payments over the phone
Remote Workforce Reporting - Automate timekeeping processes
Surveys - Build voice surveys in minutes
Banking & Financial Services - Account access with security
Government - Automate Compliance Notifications & Payments
Healthcare - Automate patient communications
Insurance - Account access for agents & policyholders
Prepaid Cards - Card management & support
Technology & SaaS - Expanded voice and conversation AI capabilties
Utilities - Automated notifications & communications
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