Don’t Let Technology Drive Your CX Strategy
IVR Technology Group
by William Irvine
6M ago
There’s a great deal of buzz around the new technologies available for contact centers and customer service operations. The buzz includes things like Artificial Intelligence, ChatGPT, Robotic Process Automation, ChatBots, Predictive Analytics, Voice Biometrics, Internet of Things, and many more. The promise of improved customer relationships and experiences is tantalizing. In an interview, Ben Motteram’s ..read more
Visit website
In Customer Service, Speed Is Everything
IVR Technology Group
by William Irvine
1y ago
Speed is now the most crucial attribute of the customer experience. A growing body of evidence shows that we consumers are growing even less tolerant of frustrating experiences and poor service. Many studies attribute the trend to a rising level of impatience among today’s consumers. I often feel impatient, probably more than I should. But ..read more
Visit website
IVR Best Practices For 2023
IVR Technology Group
by William Irvine
1y ago
You most likely found this article after doing a Google search on “IVR Best Practices,” or something similar. A search such as that will return a lot of potential sources of information. Interactive Voice Response best practices can be a very subjective topic. Especially when considering the source. Customer service and call center consultants will ..read more
Visit website
Automated Payments By Phone: How It Works
IVR Technology Group
by William Irvine
2y ago
Automated payments by phone is a core capability of the Compass Automation Platform and one of its most popular use-cases. To help you understand how we help you deliver frictionless payments by phone to your customers, we've put together a step-by-step explanation in this blog post ..read more
Visit website
The Compass Automation Platform Explained
IVR Technology Group
by William Irvine
2y ago
Welcome. This is a quick walk-through of our Compass Automation Platform, our managed communications platform as a service. At its core is a voice and text application server. Think of it just like the computers that run Amazon or LinkedIn, but for telephony. Our no-code/low-code studio is where we create your voice and text applications ..read more
Visit website
Aligning Chatbots With Customer Personas And Journeys
IVR Technology Group
by William Irvine
2y ago
With conversational AI (artificial intelligence), chatbots allow the world’s best brands to self-serve customers 24 hours a day, seven days a week, 365 days a year. As consumers, our experiences are often either really good (simple and easy) or not so good requiring human intervention. It’s essential to focus on your customers and their journey ..read more
Visit website
The Impact Of Self-Service IVR On Contact Centers
IVR Technology Group
by William Irvine
2y ago
Communication with customers through contact centers is more about speed and ease than ever before. And with self-serve automation through IVR and SMS communication, contact centers can better serve customers 24 hours a day, seven days a week, 365 days a year. With the “lucky-strike extra” of doing so at a more controlled cost. Because ..read more
Visit website
Conversation Design For Customer Service Chatbots
IVR Technology Group
by William Irvine
2y ago
Like many customer service professionals, you’ve either adopted some form of a chatbot or are considering which solution is best for you. And by now, you’ve discovered that it’s not as easy as just turning it on. While simple “no-code” chatbots that accept yes, no, numeric or directed responses can be deployed relatively quickly, the ..read more
Visit website
Chatbot Demo Video: Payments By Text
IVR Technology Group
by William Irvine
2y ago
Allowing your customers to pay their bills through a quick and easy text message is the ultimate convenience and customer experience. With saved payment information and integration between your gateway and our Compass Automation Platform, making a payment by text takes less than a minute. Watch our demo video to see just how easy it ..read more
Visit website
Demystifying Conversational AI For Customer Self-Service
IVR Technology Group
by William Irvine
2y ago
Conversational AI, chatbots, virtual assistants, AI, machine learning, and more have become the “hot topic” buzz words across all types of customer experience services and applications. Perhaps for a good reason, the promise of AI seems like the panacea for a litany of customer experience problems and contact center costs. Or at least, that’s the ..read more
Visit website

Follow IVR Technology Group on FeedSpot

Continue with Google
Continue with Apple
OR