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: customer experience, Voice XML, self-service, IVR optimization, customer service, hosted IVR, cloud computing, IVR hosting, customer care, customer satisfaction, IVR, hosted, cloud
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 if you can't find what you need online. If...
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: 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
When it comes to customer service, consumers are taking charge. When they pickup the phone they want to get answers - fast. But are consumers really getting the results they want the way they want them? A recent consumer survey of attitudes around present-day caller authentication systems shows this...
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: customer experience, self-service, branding, contact center, customer service, call center, customer care, customer satisfaction, IVR, hosted, cloud
