IVR

interactive voice response

Generative AI - Plum Voice

Generative AI – Transforming Interactive Voice Response

Artificial Intelligence, Conversational AI, IVR, Plum Fuse, Uncategorized, Voice Biometrics / By

How does Generative AI work? Generative AI has sparked a revolution in various industries – from art and music to business and marketing. Its integration into interactive voice response (IVR) systems has been especially beneficial, providing customers with a better experience and boosting efficiency. Below, we will investigate how generative AI is boosting the capabilities …

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voice recognition

Customer Experience Outsourcing – 6 Considerations Using IVR Systems

Call Center, Cloud Computing, Conversational AI, IVR / By

Like most technology, interactive voice response (IVR) has evolved over the years. From automatic switchboards to completing self-service tasks like activating a credit card or paying a bank bill—IVR systems have modernized companies with intelligent virtual agents (IVAs). If companies want to stay competitive in their industry, implementing an IVR system will help automate numerous …

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communication-gap

The Solution That Can Bridge Your Fragmented Business Communications

Business, IVR / By

Ever feel like your business operations teams don’t know what they don’t know? Customer service doesn’t know how to tell sales and R&D what product complaints they’re getting – or even if they should. Billing doesn’t know how to tell customer service who’s late on payments. And your IT team (if you’re large enough to …

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Spring Cleaning for Your IVR Leads to Blooming Customer Relationships

Customer Service, IVR / By

The first hint of spring is in the air! And that means a customer service professional’s thoughts turn to… a solid spring cleaning for your contact center’s customer experience processes. A complete review of each customer journey is necessary to ensure the details are all up to date and the operations all reflect best practices; …

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caucus

How IVR could have Prevented the 2020 Iowa Caucus Breakdown

IVR, Technology / By

In the wake of the 2020 Iowa Democratic caucus, it seems that no matter where you turn people are frustrated. The root of this frustration revolves around technology. The general outline of the situation is that party officials created an app for reporting voting results. However, the app failed somewhere along the line and its …

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new-year-new-ivr

New Year, New IVR? Four things to do to Improve your IVR and Customer Service in the New Year

Customer Experience, Customer Satisfaction, Customer Service, IVR / By

Voice is the channel that people love to hate. Or, perhaps it’s more of a love-hate relationship, because recent data shows that 51% of consumers believe that the fastest way to resolve a problem is to use the phone. So, if your voice channel provides a sub-optimal customer experience, you’re potentially alienating the majority of …

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conversational-ivr

Actionable Uses for Conversational IVR-generated Data

IVR, Technology / By

Get More from Conversational IVR Conversational IVR is shaping up to be the next major shift in voice communications. It’s easy to understand why. Conversational IVR speeds up customer interactions over the phone, it’s intuitive and simple to use, and helps to deliver positive customer experiences. This customer-centric view is both appealing and valuable to …

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