Those very first few seconds when customers engage with our organization can be make-or-break of either a new relationship or the end of what may well have been a long and mutually beneficial association. (And perhaps hugely profitable to the organization.) It begs the question: Is your IVR good, bad or very ugly?
A decade ago, a simple two or three menu IVR probably met most business requirements for relatively fast and accurate routing of voice calls to appropriately skilled agents. From a customer’s perspective, in many cases, the ubiquitous IVR became an acceptable norm. So, what changed? Customer expectations changed, and those expectations have rapidly morphed into outright demands for better, faster, and more convenient and responsive 7x24x365 service.
“Please hold the line. Your call is important to us.” No, it’s not. If your call was important to us, no matter what time of day or night that you called, we would respond appropriately; we would provide you fast, convenient access to the information that you, our customer, so urgently need.
Let’s re-look at the typical IVR. From its simple origins of two or three short menu options, many contemporary IVR systems have grown into highly complex structures with a myriad of tagged-on options and choices and far too frequently presented with long, confusing phrases and anything but exciting voice delivery. It is no small wonder that throughout the world, the vast majority of customers have come to resent the ‘dreaded IVR.' In the digitally enabled customer service environment of today, ‘old-fashioned’ IVR simply will no longer be tolerated.
Although there may be some marginal differences in certain geographies and verticals, the penetration and usage of smartphone technology has already become the de facto communication method for most customers. Let’s face it, scanning, swiping and clicking a smartphone screen is today as intuitive and instinctive to many a Baby Boomer as it is second nature to a Generation Z or a Millennial customer. Enter Visual IVR.
By scanning and clicking through a visual IVR smartphone menu, in mere seconds a customer can find either the exact information that they were looking for or they can effortlessly connect with the right agent or service resource. What’s more, the information that they have perhaps entered in this slick process is relayed to the agent, so there’s no need for the customer to repeat themselves.
It’s not only on the smartphone screen where visual IVR demonstrates its incredible power to provide optimized customer experiences. Visual IVR works equally well on typical web self-service sites. Now customers can navigate their way through the visual IVR menu system and route themselves directly to the answers that they need or to the appropriate agent; perhaps with a simple click-to-call or call-back option. It just couldn’t get easier.
It is also important to recognize that visual IVR supplements and provides a powerful alternative experience for customers perhaps accustomed to conventional telephone or pure voice-based IVR. In fact, visual IVR works on the exact same Voice XML (or VXML) scripts that are used to create and manage voice-only IVR systems. So there’s no need to re-develop or to make changes to multiple systems.
Because visual IVR is just one of the many powerful, modular components of a truly digital, omnichannel contact center platform, such systems can rapidly ‘learn’ a great deal about customers and their individual preferences. Not only does this data provide the organization with the ability to analyze and in some cases, predict individual customer behavior but also to provide accurate and appropriate customization and personalization. It’s the ultimate ‘Customer Wow Experience.'
Visual IVR opens up the potential for any organization to deliver fast, efficient and effective self-service options together with accurate and reliable channel-independent routing. All this adds up to an incredibly powerful competitive advantage whilst simultaneously providing customers with a seamless, low-effort service experience.
Publish Date: February 1, 2017 5:00 AM
|1.)||Acqueon Technologies Inc.|
Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878
|2.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565
|3.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
You can see the full list of features here:
CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.
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|7.)||Cloud IT Services GmbH|
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.
PH: +49 351 44529800
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.
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PH: +34 952 667 511
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.
PH: +44 345 0181 070
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.
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A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.
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