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 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...]
What Is IVR Monitoring, and Why Aren’t You Using it Yet?
The interactive voice response (IVR) system has brought with it a lot of new possibilities for us to consider. It's freed our contact center agents from having to waste time with the simplest questions from customers, the kinds of questions that a reasonably alert Google user could answer most of the time. It's allowed us to put talented, skilled agents to work solving complex problems instead of telling people what the store hours are. Yet here, the IVR has room for improvement, and that's … [Read more...]