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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 spending on IVR speech solutions in North America...
Posted to
Customer Experience Experts Blog
by
Dena Skrbina
on
12-13-2012
Filed under:
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
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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 mid-size bank, for example, even 1 percent of additional...
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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 mobile virtual assistants to lend a helping hand...
Posted to
Customer Experience Experts Blog
by
Andrea_Mocherman
on
09-05-2012
Filed under:
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
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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 every year, that's a mistake. Evidence shows...
Posted to
Customer Experience Experts Blog
by
Andrea_Mocherman
on
08-21-2012
Filed under:
Filed under: customer experience, self-service, branding, contact center, customer service, call center, customer care, customer satisfaction, IVR, hosted, cloud
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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 a hosted IVR solution. But even the savviest of organizations...
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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 billions of calls across various channels and...
Posted to
Customer Experience Experts Blog
by
Andrea_Mocherman
on
05-25-2012
Filed under:
Filed under: CTI, customer experience, contact center, customer service, hosted IVR, Nuance On Demand, IVR hosting, customer care, IVR, natural language, hosted, cloud
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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 not high on their priority list. Their attention...
Posted to
Customer Experience Experts Blog
by
Andrea_Mocherman
on
04-27-2012
Filed under:
Filed under: customer experience, customer service, IVR hosting, call center, customer care, IVR, multichannel, natural language, mobile app, mobile enterprise, hosted, cloud
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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 up the business agenda because it facilitates...
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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 time was operational savings, OpEx pricing model...
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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 a tablet, the research company predicts. Those...
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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 a new trend; it's an organizational standard...
