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I recently read an article on speaking up at work. The article was all about how important it is to share your unique voice and that how you are perceived really depends on how effectively you communicate.  That got me thinking. What I do at work is all about creating effective communication through  automation. So …

How to Create Effective Communication with Automation Read More »

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 »

As artificial intelligence (AI) technology has matured in recent years, it’s possible applications have exploded. From meowing on command to cleaning your house (and more than a few things in between), AI has and will continue to make an impact on our everyday lives. In the contact center industry, that means the role of virtual …

How to Optimize Engagement with Virtual Agents Read More »

Interactive Voice Response (IVR) technology has been around in commercial space since the 1970s and has become ubiquitous to the point where most people anticipate it when calling company phone numbers. While the sound of an IVR was once a precursor to frustration, fortunately IVR technology has come a long way over the decades, especially …

What Is IVR Automation? Read More »

When seeking new IVR vendors for your contact center, there are, of course, many priorities to juggle. What option has the best price? Is the solution scalable? Is the platform kept up to date with advancing technologies? Whatever your top priorities may be, compliance needs to be on your mind when shopping for an IVR …

4 IVR Compliance Issues to Consider When Shopping Around Read More »

Whether your contact center handles sensitive information such as payment credentials, SSN’s, and medical history or merely names and phone numbers, data security should be a priority, especially when bringing in new technology vendors or expanding your operations. Depending on your industry and what type of information you handle, different rules and regulations may apply. …

Data Security Laws and How They Affect Your Call Center 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 »