Across a variety of industries, Interactive Voice Response (IVR) monitoring is making it possible for organizations to offer better service, reduce costs, and improve the productivity of employees at all levels. The IVR systems of two decades ago, that had everyone punching at the zero for an operator have been replaced with intuitive systems that are able to recognize broad ranges of speech patterns and even predict customer needs. IVR monitoring ensures that any time a system experiences … [Read more...]
IVR Load Testing Helps Prepare for a Busy Season
For companies that don’t have the time or the resources to prepare for an upcoming busy season, it can be challenging to manage all those demands without external help. Fortunately, at TelcoAlert we’re dedicated to helping companies identify, fix, and predict production outages from occurring when they most need reliability – such as peak business hours – with our IVR load testing solution. For one company, WageWorks, such was the case. They were in need of IVR load testing services to save … [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...]