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Don't Overlook the Power of IVRs for Branding

When merchants and other organizations strategize a brand makeover, their interactive voice response (IVR) system is often left out of the mix. With the IVR serving as the front door to the contact center and making an impression on millions of customers...

Published 08-21-2012 2:23 PM by Andrea_Mocherman

Filed under: customer experience, self-service, branding, contact center, customer service, call center, customer care, customer satisfaction, IVR, hosted, cloud

Five Questions That Every IVR RFP Should Have – But Typically Don’t

Enterprises, government agencies and other organizations understand how hosted IVR systems automate calls to reduce support costs. They also understand the importance of inquiring about capacity, uptime and technical features when composing an RFP for...

Published 07-09-2012 3:35 PM by Andrea_Mocherman

Filed under: contact center, cloud computing, Nuance On Demand, customer care, cloud

Oh the Places you will go...with your Hosted IVR

Interactive Voice Response (IVR) has come a long way over the years. What started out as simple systems for banks and airlines to provide after-hours touchtone access to routine requests is expected to grow into a nearly $3 billion market by 2017 , handling...

Published 05-25-2012 4:46 PM by Andrea_Mocherman

Filed under: CTI, customer experience, contact center, customer service, hosted IVR, Nuance On Demand, IVR hosting, customer care, IVR, natural language, hosted, cloud

Super Charging Contact Centers with the Cloud

The Cloud is the one to watch, with surveys and reports ranking it high in the list of 2012 mega-trends. But the real story isn't about the unlimited storage the Cloud offers companies and consumers to stockpile their digital stuff. The Cloud is moving...

Published 03-13-2012 3:51 PM by Andrea_Mocherman

Filed under: contact center, Self Service, customer service, hosted IVR, cloud computing, Nuance On Demand, customer care, cloud

Why are Companies Firing their Hosted IVR Provider?

Hosted IVR is finally gaining momentum. Upwards of 50% of new IVR implementations this year will be hosted. Even though it’s new to many, a large number of leading enterprises actually adopted hosted IVR several years back. The attraction at that...

Published 02-14-2012 4:34 PM by Andrea_Mocherman

Filed under: contact center, Self Service, hosted IVR, IVR, cloud

Customer Service in the Cloud Takes Flight - Will you be in First Class or Coach?

Dena Skrbina - Sr. Director, Solutions Marketing, Nuance Communications (Twitter - @dskrbina) If you have a contact center, small or large, chances are that you've already moved some of your customer care infrastructure to the cloud. It's no longer...

Published 10-26-2011 12:46 PM by Andrea_Mocherman

Filed under: customer experience, contact center, customer care, IVR, hosted, cloud

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