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Why The Future of IVRs is Hosted

If there's one undeniable trend in IVR, it's that enterprises, government agencies and other organizations are migrating to hosted solutions. In 2012, Ovum estimates that hosted and managed speech services will account for 60 percent of the total...

Published 12-13-2012 10:50 AM by Dena Skrbina

Filed under: customer experience, Voice XML, self-service, IVR optimization, customer service, hosted IVR, cloud computing, IVR hosting, customer care, customer satisfaction, IVR, hosted, cloud

Cloud-Based IVR Gives Customers a Voice

Ever press zero or say “operator” rather than enduring the maze of menu choices when calling your bank or airline? Every time a customer escapes an interactive voice response system, that organization’s bottom line takes a hit. At a...

Published 10-02-2012 12:13 PM by Andrea_Mocherman

Filed under: customer service, hosted IVR, customer care, IVR, cloud, US Airways

Meet Nina - A Q&A with Nuance's Robert Gary

Mobile empowers us to manage our lives and get advice and information when we need it most. But it's voice that removes all the obstacles, allowing us to get more done, faster. Rather than scroll, click and use traditional search, people can ask their...

Published 09-05-2012 5:12 PM by Andrea_Mocherman

Filed under: customer experience, self-service, Self Service, biometrics, customer service, mobile care, call center, customer care, cross-channel, speech recognnition, natural language, mobile enterprise, cloud, security

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

Why Companies Need to Modernize their IVR Systems

In this business it's not uncommon to encounter customer care professionals that question the intelligence of making large improvements to their IVR applications. Many view themselves as visionaries, so investing in a twenty year old technology is...

Published 04-27-2012 1:01 PM by Andrea_Mocherman

Filed under: customer experience, customer service, IVR hosting, call center, customer care, IVR, multichannel, natural language, mobile app, mobile enterprise, 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

The Holy Grail of getting the right answer, right away

Smartphones are now the majority of mobile phones in countries such as the United States, and at the end of 2011, nearly 15% of U.S. consumers went online using a tablet, according to eMarketer . By 2014, more than one in three online consumers will use...

Published 02-09-2012 9:53 PM by Andrea_Mocherman

Filed under: customer experience, customer service, customer care, customer satisfaction, cross-channel, multichannel, cloud, mobile, prodigy, mobile search

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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