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Designed correctly, virtual agents reduce operational costs and improve the customer experience – all while upholding the highest of security standards. The final product is efficient and convenient for the customer and frees up agents to take on more complicated tasks. Company leadership and frontline contact center agents both can easily appreciate the benefits. Our …

How Do You Make A Virtual Agent? Read More »

It’s no secret that Artificial Intelligence (AI) has infiltrated many aspects of today’s business world, and customer service is no exception. With the help of AI and Natural Language Processing (NLP), businesses can now operate more reliably, accurately and efficiently. One of the top tools for companies has been intelligent virtual agents (IVA), which is …

Top Reasons To Consider A Virtual Agent for Customer Service Read More »

Conversational AI is the darling of the IVR space these days for its ability to vastly improve customer calls in measurable ways. But how does conversational AI work? This technology not only has the potential to improve customer experience, it can boost your bottom line and unearth new insights about your customers. When customer calls …

How Does Conversational Voice AI Work? Read More »

From credit and debit cards to gift and prepaid cards, when it comes to the best IVRs for card activation it’s more about the customer experience than ever before. From ease of use to lack of dead ends in the user interface, solid IVR solutions keep containment rates high while reducing cost by utilizing your …

The Best IVRs for Card Activation Follow These Best Practices Read More »

From obtaining quotes, filing claims, or paying bills, insurance customers have no shortage of critical tasks that require contacting their providers.  Insurance companies can modernize their IVR software by automating processes that surprisingly are not typical self-service options that one would expect. Here are 5 ways insurance companies are leveraging IVR software to their advantage: 1- …

5 Easy Ways Modernized IVR Software Is Used for Insurance Companies Read More »

A health center’s ability to deliver world-class care is largely dependent upon effective patient communication—from confirming appointments and reporting test results to obtaining feedback and collecting payments. According to Forrester, approximately 79 percent of customers would rather self-serve than use human-assisted support channels. A major obstacle, however, is the varying degree of comfort and willingness …

Plum Fuse Improves Healthcare Patient Experience Through IVR Interaction Read More »

Finding the best cloud-based IVR for call centers can be a daunting task when you’re looking for something that’s not only easy to use but provides true value to your organization. This is commonly measured by how much the tool will both improve customer experience and increase workforce efficiency. While those are the big ones, …

For The Best Cloud-Based IVR for Call Centers, Look For This Read More »

When it comes to selecting cloud IVR for banking, where should you start? A recent EY Future Consumer Index may have some insight into this. It recently reported that flexibility and security are going to mean more than ever to banking customers in a post-pandemic world. As EY explains, “the link between health and wealth …

How To Find The Best Cloud IVR For Banking Read More »

It has been known the healthcare industry has struggled to transform its patient experience to a modern, consumer-friendly model. However, COVID-19 has forced this industry to rethink the traditional ways of conducting business and ways to better optimize the overall patient experience. Today, it is common practice for healthcare systems to rely on legacy channels …

Your RX for Good CX: Pay by Phone for Medical Billing Read More »

The financial industry is known to move slowly when it comes to adopting new technologies. In the last several months, financial organizations have attempted to show adaptability and flexibility in these times by operating to protect their customers and ensuring banking services remain consistent and fully available to their customers. One piece of technology that …

Why IVRs Are Highly Useful When It Comes to the Banking Sector Read More »