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Real World Voice Biometrics Scenarios: Mobile App Authentication

A few weeks ago, we shared a real world scenario of how Voice Biometrics is being used in the contact center to lower costs, reduce fraud and deliver a great customer experience. Now let's take a look at how Nuance's Voice Biometric solution enables...

Published 01-04-2013 11:37 AM by BBeranek

Filed under: customer experience, contact center, voice biometrics, voice authentication, biometrics, customer service, mobile care, customer satisfaction, mobile app, mobile enterprise, authentication, mobile, mobile apps

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

Hosted IVR Provides a Port in Any Storm

Could your premises-based IVR handle a sudden, eightfold increase in daily call volumes? It's not a farfetched scenario. On the Sunday before Hurricane Sandy, one major U.S. airline fielded 400,000 calls, up from 50,000 on a typical Sunday. That kind...

Published 11-14-2012 3:59 PM by Dena Skrbina

Filed under: contact center, strategic planning, hosted IVR, IVR hosting, customer care, queue times, customer satisfaction, hosted, Nuance OnDemand, disaster planning

All-Natural Customer Service is Key to a Healthy Business

Your age says a lot about you, including how you interact with businesses. If you're in your 60s, you likely call customer service when you have a question. If you're thirty-something, you probably try a company's website first and then call...

Published 09-18-2012 4:16 PM by Andrea_Mocherman

Filed under: customer experience, self-service, Self Service, customer service, customer satisfaction, IVR, multichannel, natural language

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

Connected, informed, independent, self-reliant, and impatient - The Now Consumer

Today's customers and the way they choose to gather information and interact has changed dramatically. The explosion of smartphones, social engagement and natural language assistants have permanently shifted consumer behavior and expectations. Regardless...

Published 04-06-2012 12:25 PM by Andrea_Mocherman

Filed under: customer experience, contact center, customer service, call center, customer care, customer satisfaction, cross-channel, multimodal, mobile, mobile apps

Voice Recognition Apps Giving More of What you Need

You’ve been talking to your cell phone for years, but it’s always been to the person on the other end. Thanks to a new breed of smartphone applications – or “apps” – there’s a good chance that some of your future...

Published 02-23-2012 1:58 PM by Andrea_Mocherman

Filed under: customer experience, self-service, contact center, mobile phones, mobile care, call center, customer satisfaction, personalization, multichannel, mobile

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 Age of Instant Gratification

Last week, Google made a surprise announcement introducing Google Instant, an enhancement to their core search offering that displays search results on the page as you type. Some people have found the "psychic" nature of Google Instant to be...

Published 09-15-2010 1:04 PM by Nick Ezzo

Filed under: Self Service, call center, queue times, customer satisfaction, call volumes

I LUV My Peanut Fares, but I Adore My Wifi in the Air…Airlines and Experience vs. Experience

Most likely you’ve flown Southwest Air, and if you anything like me, I LUV them because of price and convenience of scheduling on flights under 500 miles. I like Southwest, and indeed sometimes I love them because the get me home on nights when...

Published 04-08-2010 4:23 PM by Ilene Kaminsky

Filed under: customer experience, benchmarking , customer service representative, contact center, customer loyalty, misdirects, customer service, outbound customer care: speech automation, customer care, customer satisfaction, IVR, cross-channel, multimodal, multichannel

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