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In a recent Plum Voice blog, the IVR expert suggests that IVR technology is slowly but surely infiltrating the customer service niche. When this technology first hit the scene, it was primarily used in call centers as an auto-attendant and later as a customer service representative, but now, it could be breaking its way into the customer service scene, the company suggests.
The quality of the interaction - it's something every contact center tries to make a priority in order to ensure the dominance of an industry. In a market where products and even services are commoditized, the quality of the customer interaction can make the difference between customer loyalty and customer churn. To ensure the former, Latin American contact centers are implementing IVR (Interactive Voice Response) on a consistent basis.
IVR technology is rapidly evolving. That's why industry leader Plum Voice is always abreast of new developments in the tech industry that influence the direction and deployment of IVR. Plum creates and administers IVR apps designed to operate with application programming interfaces (APIs) such as those provided by tech giants such as Google.
SpeechStorm, a phone-based and mobile customer service solution provider, has risen to a new level of interactive voice response (IVR) awareness, having just revealed its new Italian-inspired IVR software, code-named Fellini.
Did you know that a virtual assistant by the name of Sgt. Star was introduced back in 2006 as a revolutionary new way for the U.S. Army to communicate with potential recruits and their families? It's true - Sgt. Star would regularly share personal information with users, and has been so highly favored that it has been asked and answered over 11 million questions since its humble beginnings - ranging from general inquiries to personal problems.
Generally, mobile workforce-oriented companies utilize interactive voice recognition (IVR) to get job status information. However, verifying the status information as to exactly where they made that check call from is challenging.
Interactive Voice Response (IVR) technology, which is used to automate simple customer interactions, comes with great saving potentials. Instead of hiring staff to handle customer calls on a 24x7 basis, companies can instead opt for a one-time investment in IVR to enjoy significant savings over the long haul.
As anyone who runs or manages a call center knows, the recruiting and hiring process takes up the most resources, both in money and time. Most call centers - even the good ones - have high turnover rates, and that's not even factoring the holidays into the equation, where bundles of workers are usually tacked on last minute. Needless to say, the hiring process is usually ongoing, taking up a lot of HR personnel and call center managers' time which could be better spent elsewhere.
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