Category: IVR

Creating Customer Connection with Digital Post-call Surveys

Getting accurate, real-time customer feedback can be invaluable for any organization, and most companies rely on interactive voice response (IVR) to poll customers about their experience. The flaw in this strategy is that consumers have come to loathe IVR post-call survey systems. In the age of e-commerce, companies have increasingly relied on delivering a digital […]

Written by on January 16, 2023

Multi-channel CX Calls for New Closed Loop IVR Survey Strategies

Customers have come to expect more from brands as more digital communications and service channels become available for marketing and customer outreach. Today, customers can interact with vendors through their call center, their web site, via chat, via email, and using social media. This puts even more pressure on companies to assess and manage customer […]

Written by on June 27, 2022

Omni-channel CX is Incomplete Without IVR

Can you have a successful omni-channel CX without IVR? The short answer is No. I recently attended a large customer experience (CX) conference and it surprised me how many companies believed they have mechanisms in place to monitor their omni-channel CX. Many of these companies have call centers that field hundreds of thousands of calls […]

Written by on June 3, 2022

Why We Are Seeing a 40% Increase in IVR Response Rates

There is nothing like forced isolation to make people want to connect. The shelter-in-place orders being enforced across the country in response to the COVID-19 pandemic are testing all of us to stay indoors and practice social distancing, and many are just tired of sitting around the house. In response to forced isolation, more people […]

Written by on May 14, 2022

“You Speak My Language”: The Need for Industry-specific ASR

The automated speech recognition (ASR) market is booming and is expected to be worth $31.82 billion by 2025. While much of ASR development is being used to power consumer products and virtual assistants such as Amazon’s Alexa, the boom in speech recognition will have a dramatic impact on contact centers as well. As ASR technology […]

Written by on March 9, 2022