Dec 11, 2019

What’s the Difference Between Call Center ACD and an IVR?

Posted In: ACD, Business Intelligence, IVR Author: TCN

The call center ACD, or automatic call distribution system, is used widely across industries, nearly as frequently as the very popular interactive voice response (IVR) system. Thanks to advances in cloud contact center tech, these two are frequently paired together for maximum effect. We’ll show you how and why these integrations work at the end […]

Read »

interactive voice response strategies image

Jun 21, 2019

5 Calls You Can Automate Through Interactive Voice Response

Posted In: IVR, Now Trending Author: TCN

Every day, contact centers all over the world unknowingly waste time and money on customers with one simple requests. The worst part? Customers did not need or want to talk to an agent to solve their request. In fact, an agent helping a customer in this situation may have made that customer’s experience worse – […]

Read »

May 01, 2019

How Cloud Contact Center Solutions Revolutionize Outbound Billing

Posted In: IVR, Outbound Author: TCN

Getting paid can be the hardest part of doing business. From collection agency contact centers to businesses offering reminders and proactive payment assistance, it can be painful to efficiently handle payments with the systems that were once seen as cutting edge. Enter cloud contact center solutions; a suite of tools designed to make the process […]

Read »

ACD call system cloud contact center platform

Mar 01, 2019

4 Ways an ACD System Shortens Call Time and Increases Agent Availability

Posted In: ACD, Business Intelligence, IVR Author: TCN

What are 2 ways to optimize call centers? Shorten call times and increase agent availability. Simple. But not easy. Unless… Call centers have the right technology. Something like… A piece of software that intercepts calls and automatically moves callers to the right place or the right agent. That’s precisely what an ACD system can do. […]

Read »

Nov 27, 2018

3 Ways Interactive Voice Response (IVR) Keeps Agents on the Phone

Posted In: ACD, Agent Efficiency, IVR, Strategy Author: TCN

MIT reports service-based businesses see higher customer satisfaction and retention rates when self-service meets customers’ actual needs. But if quality self-service IVR functions solve typical concerns and problems, what happens to a business’ call center agents? Do they keep a role in such a paradigm? Absolutely. While customers can handle a lot of routine items […]

Read »

Nov 02, 2018

3 Cloud Contact Center Software Secrets for Capacity Planning

Posted In: IVR, Strategy Author: TCN

Capacity planning can be very difficult and confusing for many call center managers and executives. How do call centers know who to schedule and when to schedule agents? That’s the central question surrounding capacity planning. Instead of using error-prone spreadsheets or complicated formulas and calculations, call centers can rely on cloud contact center software to […]

Read »

Oct 26, 2018

How Call Center Software Builds Top Net Promoter Scores

Posted In: Cloud Call Center Software, IVR Author: TCN

Net Promoter Scores (NPS) are one of the best methods of measuring customer loyalty, according to recent research from the Temkin Group. After asking thousands of consumers to give an NPS to 294 companies across 20 industries, they discovered that promoters, as compared to detractors, are more than 5x as likely to repurchase from companies, […]

Read »

interactive voice response strategies image

Oct 05, 2018

4 IVR Call Center Strategies for Painless, Efficient Customer Service

Posted In: IVR, Strategy Author: TCN

Interactive voice response (IVR) is usually a call center’s first contact point with a customer. Which is good, because according to Steven Van Belleghem, 40% of customers prefer self-service over interacting with human agents. Not only that, but customers using some sort of self-service to solve their problems has increased from 67% in 2012 to […]

Read »

call center software

May 31, 2017

How Interactive Voice Response Boosts First Call Resolution and Customer Satisfaction Rates

Posted In: IVR Author: Mckay Bird

Most people likely connect interactive voice response (IVR) systems with inbound calls. Customers or patients call into a call center, customer service department, or collections agency. Once connected with the IVR system, the individual interacts with it and either performs an action, such as paying bills or updating contact information, or requests to be connected […]

Read »

May 08, 2017

How Voice Recognition Software Benefits Call Centers

Posted In: Cloud Call Center Software, IVR Author: Mckay Bird

Common call center platform features range from skill-based routing to smart, predictive dialers. In relation to voice, the features number two: interactive voice response (IVR) and voice recognition software. The first allows callers to reach agents in specific departments and can even prepare agents for those interactions. The second relates to basic transcription services — […]

Read »