Customer Engagement for Flawless CX With over 214 million businesses worldwide, customers have the power to buy from anywhere, anytime. The only way you can stand out from the crowd is by offering flawless customer service. In fact, a study by Forbes states that 84% of the people surveyed believe AI can help them gain a competitive advantage and sustain better. All buyers can be broadly categorised into four types: prospective customers, current customers, customers who have been loyal and former customers. To design an inclusive and holistic customer service model, strengthening customer expe ..read more

In today’s digital age, IVR (Interactive Voice Response) system with modernised calling technology has become vital in developing and advancing businesses across different platforms. Not only it allows callers to resolve issues with self-service options, but it also saves up on the company’s precious resources like time and money. However, riddled with limitations, a poorly-designed IVR system can create more troubles for your customers than enhance their experience. In simpler terms, an IVR is a cloud telephony solution that helps businesses deal with customer-oriented complaints without ..read more

Customer satisfaction and customer surveys According to Microsoft’s Global State of Customer Service Report, 90% of Americans use customer service as a factor in deciding whether or not to do business with a company. Needless to say, customer satisfaction should be the topmost priority of every business, regardless of the kind of products and services they offer. Customer satisfaction has time and again proven to be one of the biggest Key Performance Indicators (KPIs) for businesses. That said, it is difficult to measure true customer satisfaction. However, one of the best solutions ..read more

The meaning of Interactive voice response or IVR is an automated system that interacts with the caller. The caller hears the IVR system menu, presses keys on the phone as prompted by the IVR, and the system responds appropriately. On the basis of the responses provided by the caller, the IVR either provides the required information or directs the call to the appropriate call centre agent or department.  An IVR call is essentially an inbound call and the system can be customised based on the specific needs of your business. An Interactive voice response system makes your call centre m ..read more

The COVID-19 pandemic is the biggest health crisis in the current times. Despite the vaccine rollouts and lower case rates, fear prevails. Resurgent waves and new strains of the virus are still keeping the world on a back foot.  One thing that has kept us connected through this pandemic is technology.  It has allowed schools to continue teaching, businesses continuity and people to always stay connected.  Even as the situation forced us to stay indoors, we never lost touch. This was thanks to cloud telephony that allowed organisations to host their communication systems safely o ..read more

Customer service plays a critical role in the success of a business. Excellent customer experience can drive retention and give your organisation a competitive advantage. When it comes to meeting customer expectations, a lot depends on the impression you make at the first point of contact. An  Interactive Voice Response (IVR) might be the first thing your customer encounters. It comes as no surprise then that businesses are willing to go the extra mile to enhance IVR operations.  Let us start from scratch and explore how an IVR system helps your business irrespective of the industry ..read more

In today’s time, it is difficult to imagine services without Internet connectivity or automation. Same is the case with banking services. With the advent of technology, most services in this sector have gone online or are facilitated via phones. It is at  With newer technology in place, the banking sector has updated various customer service aspects, including a gradual shift to Interactive Voice Response (IVR).  Switching to an IVR system offers a host of advantages, including smoother workflows amid employees. To begin with, the banking sector receives high call volume on a daily b ..read more

As soon as you dial a helpline number, chances are that you’re greeted by a prerecorded message, one that guides you step-by-step for a solution. This pre-recorded message is played via an Interactive Voice Response (IVR). Since the IVR takes care of the entry-level communication that takes place with customers, it plays a major role in the first impression that is left on the callers. We’ve all at some point in time experienced an IVR service, and realised that while some systems are easier to navigate, there are others which are extremely complex and more often than not, end up confusing us ..read more

The future of the workforce culture lies in collaboration. Work from home systems are now the new norm and have been even projected to rise in the post-COVID-19 world as well. According to an article by Forbes, “Working from home can boost employee productivity, improve work/life balance and foster better mental health (not to mention reduce pollution from commuters).”  However, there are always two sides to a coin. While there are several benefits to remote working, there are also hurdles like communication gaps, lower team engagement and declining mental health.  As a business owne ..read more

Smartphones have transformed the way we perform most of our tasks. Mobile applications and portals fast-track mundane tasks in the most innovative way––from something as basic as looking for a public restroom to availing online education. Everything is just a click away. Fintech has played a similar role for banking; it has revolutionised the way people access various financial services. What is Fintech? The word fintech (fin+tech) literally means financial technology. It refers to automation and technological innovation in the finance sector. Fintech essentially seeks to transfer control to t ..read more