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Posts Tagged ‘IVR’

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Advanced Lex: Collecting Alphanumeric Part Numbers

Companies with service technicians can leverage an advanced Lex technique to allow their IVR to accept alphanumeric part numbers without complicated dialing schemes. An IVR that can accept part numbers, invoice numbers, and various other complex identifiers easily and accurately can speed up processing and increase customer satisfaction. Numeric identifiers are easy for Lex. The caller […]

Amazon Connect Health Check

Contact Centers are a critical component of every business as it is an entry point for its customers and a pivotal factor in creating a public image. Having a poor and frustrating customer experience can not only turn away existing customers but prevent future growth. The Amazon Connect Health Check can help with identifying subpar […]

Service Agent

An Introduction to Service Cloud Voice with Amazon Connect

A New Solution for the Contact Center Pre-integrated with Amazon Connect, Powered by Salesforce Service Cloud Voice seamlessly enhances your Salesforce Service Cloud investment with telephony. By bringing together voice communications, digital channels, and CRM data, you equip your agents with smart and streamlined service to provide your customers with a great phone experience from […]

Six Trends Moving the Needle in Customer Care: Self-Service

Consumers are digitally savvy, well informed, and more demanding than ever. Not investing in resources that digitally transform customer care will become a competitive disadvantage. This series explores six technology trends for delivering smarter and more strategic customer care. Trend #3: Self-Service Increases Customer Engagement Interactive voice response (IVR) systems in the 1990s provided a cost-efficient way […]

Top Technology Trends for Smarter, Strategic Customer Care

Whether its online, in-store, or multichannel, customer experience (CX) is a key differentiator for businesses. Extending beyond the front-end purchase experience, CX encompasses the total journey of a customer’s interactions with your brand. Customer care, how well customers are taken care of while they interact with your brand, is a giant piece of the customer […]

IBM Watson Assistant for Customer Service Call Center

Transform Customer Service with Watson Assistant

Millennials have become the largest group of consumers in the United States. And organizations should take note. This shift has introduced the consumer market with a generation of people who are more digitally connected and more demanding than ever. Consumers expect an unprecedented level of 24x7x365 customer service and many enterprises are failing to meet […]

Cognitive virtual agent improves customer service satisfaction

Hang Up on IVR and Switch to a Cognitive Virtual Agent

If your call center is still relying on an interactive voice response (IVR) system, then you may not be delivering the customer service your consumers expect (Millennials in particular). Customers are becoming more digitally connected than ever. And with this hyper-connectivity comes their demand for unprecedented levels of 24x7x365 customer service. Customers want to engage […]