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IVR

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Provide customers access to account information and much more by simply touching a phone keypad, an interactive voice system allows your service center to meet the 24/7 needs of its customers. When properly implemented user-friendly, IVR offers many benefits, including added flexibility for customer services and increased productivity.

Read the information below to learn more about interactive voice. Stay up-to-date with the latest software solutions and see how these advancements can improve your overall operations in a cost effective manner.

Start below and learn how voice response systems can improve the customer experience within your call centers and ultimately enhance the bottom line for your business.

IVR

  • How To Build A Bullet-Proof Justification For Your New IVR
    - Presented by BBN Technologies
     You know a new IVR would cut agent time and improve caller satisfaction. But getting management support and budget approval is a huge challenge. You need concrete data about your callers that shows exactly how and where a new IVR will make a difference. Unreliable "guesstimates" from vendors and consultants isn't enough. This white paper describes how to build a business case you and your company can trust. Sign in to download this white paper  Read More...
  • Measuring Customer Experience Over the Phone Channel
    - Presented by Nuance
     There’s no question that your contact center is a critical link between your company and its customers. But how can you tell if your contact center is actually getting the job done?
    Download our new "Benchmarking Your Customer Experience" Kit to learn how benchmarking can help you:
    * Identify outside influences affecting customer experience and satisfaction
    * Understand how you stack up against competitors
    * Pinpoint performance gaps and opportunities for improvements
    * Establish key performance indicators (KPIs) to measure against
    * Justify new technology investments and initiatives
    Benchmarking is the one process that can have the biggest impact on customer experience and revenue. It delivers the metrics you need to see the bigger picture so you can drive real improvements in customer satisfaction and identify areas to cut costs!      Read More...
  • Measuring IVR Performance
    - Presented by Tellme
     An interactive voice response (IVR) platform is a sizable investment and one that requires ongoing attention to ensure it delivers positive returns. Businesses need to know which IVR investments will improve caller experiences and yield desired results. Yet, when it comes to IVR improvements, a lack of information and insight has historically stood in the way of smart, bottom-line decision making. As a result, businesses have relied on indirect metrics like containment rate to assess ROI.

    Disparate recommendations in the industry have prevented the establishment of a standard metric, but Task Completion Rate (TCR) promises to be the metric that will provide measurable insight into IVR performance, and ultimately ROI. Sign in to download this white paper to learn about Measuring IVR Performance.      Read More...