One of the big ideas behind VoiceTrends is that it’s not enough to simply know that your voice apps work. You need to know how well they’re working to truly understand their impact on your customers and the customer experience. If your app isn’t working as intended, you’d want to know, right? When your voice …
What do you think of when you hear ‘cost savings’? Is it a corporate mascot skiing down a pile of money like Scrooge McDuck? One can only hope… Cost savings is one of the major reasons why companies turn to automation and self-service. Computers can multi-task a lot better than people, so it just makes …
Recently I called my local hardware store with a question about a scheduled door installation. The phone menu had an option for the windows and doors department, but it was about the twelfth option on what one would consider the second “page” of the menu. The store created even more confusion when an employee answered …
How to Reduce Customer Frustration with an Optimized IVR Read More »
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 …
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