The IVR Landscape: It's Changing - Customer Inter@ction Solutions

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»Free Premium Content Customer Inter@ction Solutions: 9/21/2011 eNewsletter

Featured Articles » Angel Webinar Explores Potential in Contact Center Salesforce Integration » White Paper Explores the Power of the Aternity Advantage in the Call Center » Getting the Most Out of Your Call Center Training Space Comes Down to Furniture   Sponsored By: inContact How much can you increase your profitability? Frost & Sullivan study proves cloud-based call centers are up to 58% more profitable. Download the full results of the TCO study.   Top Stories » Spanish Language Contact Center Solutions Launches in Form of 24-Hour Deportation Hotline » ACS to Hire 700 Professionals for Call Center Outsourcing Positions » Automotive CRM DealerSocket Unveils Revamped Web Site   From The Expert Corner September 21, 2011 The IVR Landscape: It's Changing By Bob Emmerson, TMC European Editor IVR (interactive Voice Response) systems have become the standard way most companies answer incoming calls, with an automated attendant switching calls to requested end points.   However, it’s become the technology that we love to hate. It cuts costs for companies, but all too often callers get frustrated and hang up, so potential business is lost.  We’ve all experienced the “Press 1 for sales, press 2 for technical support” dialog. Being put on hold and told that: “Your call is very important” compounds the frustration. If it was important why did it take so long to answer? And not being able to reach a real person is a joke. These issues, and there are more, come from the deployment of first-generation, proprietary IVR systems that use only telephone tones, where the user navigates through a hierarchy of fixed menus via button presses to finally get the requested information or the desired result.  However, the advent of the VoiceXML (News - Alert) standards and IVRs that employ them, along with related standards, have enabled the creation of IVR systems that reduce the annoyance and frustration associated with computerized call handling... Read More   Featured Video Plantronics - Innovation Makes Business Communications More Personal    Latest Blogs » Mitel Having Layoffs   Featured Channels » Agent Performance » Business VoIP Service » Call Center Software   Webinars Download One of Our Webinars Today to learn about new opportunities to enhance your business. http://www.tmcnet.com/webinar/   Contact Us   Company Directory    |    All Editors' Info   Become a TMCnet Columnist! Become a TMCnet columnist! Want to contribute your expertise to a growing audience of technology professionals? Become a writer, blogger or columnist for the TMCnet Web site and this newsletter. Contact TMCnet Group Editorial Director, Erik Linask, at elinask@tmcnet.com for details.

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