If your business has clients who have not updated their documentation such as IVR prompts or are looking to create some, TelcoAlert's mapping tools can create that documentation in an economical way and provide a myriad of other benefits. Read on to discover how RealityCorp uses TelcoAlert's IVR mapper service as a key step in its IVR regression testing software offered to clients and how that creates both value for RealityCorp's customers and efficiency for the company itself. How RealityCorp … [Read more...]
What’s Next for IVR?
Interactive Voice Response (IVR) has made such strides in improving the customer experience in recent years that many consumers are forced to pause and wonder if that could really be a computer on the other end of the line. It’s so intuitive that it can be hard to believe there’s nobody sitting there pushing the buttons on the other end. Enterprises are aware of how easy it is for a customer to get the experience they want; a competitor is always ready to pick up the slack and outperform your … [Read more...]
Improve Customer Experience with IVR
You know you can cut contact center costs by using Interactive Voice Response (IVR), but many companies do so with the knowledge that they might negatively impact customer approval. While a live agent is generally preferred by customers, it doesn’t mean you can’t improve the customer experience when they call into your IVR and boost satisfaction rates. It’s worth acknowledging that, while many companies might try to sell IVR to customers as a way to improve service, customers know the … [Read more...]
What Businesses Need to Know About IVR Testing
The interactive voice response (IVR) system is a necessary tool, and some would even consider it indispensable. It's the tool that, when used correctly, reduces the call load on your professional, paid agents, handles simple problems at all hours of the day and night, opens up the possibility of true omnichannel capability, and more. Of course, though, it has to be working properly. This is where IVR testing can be useful, but IVR testing itself isn't as simple as some may expect. What is IVR … [Read more...]
IVR Benefits Small and Large Companies Alike
When you think of automated phone systems, it may immediately bring to mind a robotic, monotone voice stating, “Press one for customer service.” The days of frustration with early automation are long gone, as are the aggravations of saying “Call Steve,” only to have your phone say “Calling Pete.” Communications technology has advanced in some exciting ways that make interactive voice response (IVR) a valuable tool for companies and a convenience for customers. IVR benefits cut both directions, … [Read more...]
What Is IVR: Can You Optimize the Customer Experience?
Consumers expect an immediate response from companies, and they expect their interaction with your company to be fast, easy, and convenient. Interactive voice response (IVR) is the tool many companies use to meet this expectation, providing a streamlined process for customers to resolve problems, ask questions, and gather information. What is IVR? IVR technology has been around for decades; it’s simply any phone system designed to funnel calls through an automated process. It began with a … [Read more...]