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Fantastic IVR: Rise of the Silver Surfer - Jacada - ContactCenterWorld.com Blog

Fantastic IVR: Rise of the Silver Surfer

An increasing number of senior citizens are making use of smartphones when communicating with contact centers. Adopting a visual IVR is the ideal way to make their lives easier and reduce your own costs at the same time.

There is a common misperception that the Internet, social media and smartphones are the all-but-exclusive domain of the younger generation. That is not the case, however, with many older adults enthusiastically adopting these technologies not only as a means of staying current but also of keeping in touch with old acquaintances and younger family members.

Statistics indicate that one in five Twitter users is over the age of fifty. Perhaps this is not such a surprising stat, since everyone knows the president is an avid user of the service, and he’s already 70. However, more than 50% of Americans 65 and older use the Internet, with three-quarters of these active on a daily basis. So it should come as no surprise to learn that in an increasing number of senior citizens are purchasing and using smartphones as well.

In fact, a survey conducted last year by Age ¹ indicated that over half of all respondents in between the ages of 60 and 79 owned a smartphone. Despite this growing uptake, there remain a number of challenges faced by senior citizens in adopting these technologies. For some, the challenge is physical in nature, with health conditions and disabilities making reading difficult or successfully operating the buttons on these devices challenging.

In addition, there are inevitably going to be members of the older generation that have skeptical attitudes towards the real benefits of technology, and others still that experience difficulties in learning to use these new devices.

On the other hand though, embracing new technology later in life also offers its own benefits. Smartphones are the ideal way for senior citizens to remain in touch with friends and family, either through calls, SMSes, or accessing platforms such as Facebook or Skype.

Clearly, then, the smartphone is inevitably going to be the go-to device for many older customers when they want to get hold of your contact center. And for the multitude of simple questions that many customers will want to ask, your contact center is undoubtedly going to want to use an IVR where it can.

In the healthcare sector, we have the perfect confluence of an older customer base and an industry that by its nature will be required to provide answers to a diverse range of questions relating to care packages, medicines, payments and many other such aspects. So what is wrong with employing a simple IVR?

Many senior citizens have some form of hearing issue, which means that even hearing things correctly when talking to a live person is not always easy. With the synthesized voices found on IVRs, understanding what is being said becomes even more difficult.

Moreover, in most cases, IVR technology is not exactly senior-friendly when it comes to issues like volume, pitch, tone and speed. Nor even when it comes to the amount of time provided to respond to prompts. Obviously, this means that your IVR is generally only succeeding in doing the opposite of its intent – it is making the process more, not less, difficult for the customer.

Other issues older people raise with IVR systems is their dislike in talking to a machine, the often complex nature of the telephone menus and the lengthy instructions related to this. In addition, menus are generally considered to be too long. Nobody wants to have to go through the same menu multiple times to find either the option they want or the one that will at least allow them to speak to a human operator. As a contact center operator, your organization also should not want them to try and contact a human operator, except as a final resort, since such calls are the costliest ones your center can field.

With senior citizens, poor voice recognition can also impact their use of a typical IVR system – it is easy for them to become frustrated when the system fails to recognize their voice commands and choices. Anything from a bad line to unclear pronunciation to excessive background noise or handset volumes can cause this. But whatever the cause, the result is never one which reflects positively on the service provider.

Moreover, many older people have indicated that if they have a bad experience with an IVR, and there is a competitor whose system is more to their liking, they would be quite happy to transfer their allegiance there. This means you now find yourself in a position where customers might be willing to jump ship to a competitor that better addresses their needs. And you should never forget that in most cases, senior citizens have time on their hands anyway, so it is a simple matter for them to research your rivals and shop around.

So what is the answer?

It is surprisingly simple – instead of utilizing a standard IVR, introduce a visual one instead. By delivering a visual menu to the customer’s smartphone screen, they are able to see the menus and peruse them at their leisure. No more frustrating electronic voices, no prompts that fail to give adequate time to respond, and no more forgetting what was number one on the list by the time the IVR has given you a sixth possible choice.

Visualizing the IVR is ideal for the older demographic, as it makes the process simpler and easier, enables them to make their selection a lot faster and completely changes the experience. After all at its most basic, humanity is a visual species, so seeing the menu is far more comforting than simply listening to it. Secondly, it makes it simpler for users to navigate back and forth to find the option they need.

Visual IVR has been proven to increase customer satisfaction because it improves your service levels, and it is also a lot better suited to retaining and satisfying customers. So why haven’t more healthcare providers adopted this solution? It is most likely because they have not yet realized that senior citizens are not as technologically backwards as they might think, and see visual IVR as something that will increase, rather than decrease, the complexity of navigating customer service, even though this patently untrue.

You shouldn’t patronize your older customers by suggesting that they have no handle on the latest technologies because the facts clearly belie this. At the same time, with customers of this nature - those that are more likely to become easily frustrated with technology when it doesn’t work as they expect – you do want to do everything you can make life easier for them.

What it boils down to is that you need to recognize the fact that they are much the same as any other customer segment. Many older people are more technology-proficient than organizations give them credit for, and they, like other customer segments, prefer doing things as quickly and directly as they can, without having to wait to talk to an actual person.

With visual IVR, you have the opportunity to not only make navigating the sometimes complex world of healthcare simpler for them, while providing them with a 24/7 service facility but at the same time saving your contact center thousands of dollars per year.

Better customer service at a lower cost – what’s not to like about that?

Source: http://www.jacada.com/blog/fantastic-ivr-rise-of-the-silver-surfer

Publish Date: May 10, 2017 5:00 AM


2020 Buyers Guide Cloud Contact Center Solutions

Page: 123
1.) 
Premium Listing
NobelBiz Corporation

NobelBiz OMNI+
NobelBiz’s latest product, the OMNI+, is a state-of-the-art contact center software that allows companies – regardless of the number of employees – to offer more efficient, standardized solutions to their clients. With OMNI+ you can manage your accounts on all popular platforms (from voice, to email, social media, and web chat) using a single browser. The software also offers effortless navigation between communication mediums and all customer interactions can be easily monitored by supervisors without interfering in their agent’s work. As far as integration goes, the product can be installed and ready to use in maximum 72 hours and can easily be overlaid in pre-existing infrastructures.
PH: 760.405.0105


2.) 
Accordia Solution

Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.

Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
(read more)
PH: +603 5569 9816

3.) 
Arise Virtual Solutions

The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.

4.) 
Astute Solutions

Astute Agent
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.

Astute Agent balances agent efficiency with customer experience. Here’s how:

- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.

- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.

- Time-saving case feat...
(read more)

5.) 
Brook Trout Solutions

CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers to the best possible solution for their business. This includes:
CCaaS: Talk Desk, Five 9s, Nice, Genesys and more
SIP Trunks: Many Global Providers to lower cost and improve operational efficiency
SD WAN: Connect to customers rapidly with the latest network technology to scale with flexibility.
Our service are at no cost to our customers. We look forward to meeting you!
PH: 800-886-9199

6.) 
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

7.) 
Call Tracking Metrics

CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.

Conditionally direct calls, texts, chats and forms based on:

• Actions the customer has taken on your website
• Whether they’ve previously contacted your business
• Which agent they last interacted with
• Custom criteria unique to your business needs
• The location nearest to your customer

Say...
(read more)
PH: 8005771872

8.) 
Cloud Call Center Search

From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.
PH: 800-741-2998

9.) 
Cloud IT Services GmbH

Dialfire
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:

10.) 
contactSPACE

contactSPACE
Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.
PH: +61288803111

11.) 
Content Guru

𝘀𝘁𝗼𝗿𝗺®
Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.

Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.

12.) 
CSX Cloud

CSX Cloud
CSX Cloud provides a full omnichannel cloud-based turn-key customer communications solution as a service based on a monthly subscription with no long term commitments. Our easy to use solution and top-notch customer service makes it an easy choice to get started today.
PH: 18665474764

13.) 
Edify Labs

Edify Huddle
Edify connects businesses with customers and employees with each other. The company’s Business Communications as a Service (BCaaS) platform, Huddle, is the only one that unites unified communications (UC), contact center (CC) and communications platform (API) functionality in a single software solution that lets users move seamlessly among channels within one conversation. Edify removes all the risk of using its cloud-based platform with five free users forever, global availability, real-time redundancy, usage-based pricing and a 100% SLA uptime guarantee.

14.) 
Envision

Envision Click2Coach WFO/WEM
Data from phone, e-mail, web chat and social media interactions can help quickly identify patterns and trends, optimize operations and transform customer relationships. Envision delivers innovative software solutions, in the cloud or on premise, to optimize and engage your workforce. With our integrated line of Click2Coach products, customers get voice of the customer analysis, graphical dashboards, performance management, desktop analytics, speech analytics, interaction and compliance recording, quality management, workforce management and coaching and eLearning.

For more than 20 years, Envision has been providing award winning solutions to our customers that optimize customer experience...
(read more)
PH: 206-225-0800

15.) 
Fonolo

Call back / virtual hold solution
Fonolo's solution can eliminate hold time from your contact center without changing any business process.

Fonolo's cloud-based call-back solution sits above your infrastructure, giving callers the option to receive a call back instead of waiting on hold.

This results in lower abandon rates, handle times, and costs -- and a superior experience for your customers.
PH: 416-366-2500

16.) 
Geomant

Microsoft Teams Contact Centre
Geomant is enabling organisations to extend the power of Teams even further, to customer interaction with our Buzzeasy Contact Centre. Buzzeasy is a native Teams application that enables Teams users to handle customer interactions effortlessly, across multiple channels including voice, email, webchat and the most popular messaging platforms, such as Messenger, WhatsApp, Viber, etc. By adding Contact Centre functionality to Teams, it becomes an all-in-one collaboration and communications platform not only for internal communications, but for customers as well, in an easy and cost-effective way.
PH: 01789 387900

17.) 
Integra CCS

uContact
uContact is an All-in-One contact center solution. Our unique one-on-one customer service makes us perfect for small to medium call centers. Rather than relying on multiple applications we will offer you: - Dialers (Inbound & Outbound)
- SMS, Email & Webchat in a Unified Inbox
- A Call Center Designed CRM
- Completely Customizable Reporting
- Gamification
- Recording
- Voice Broadcasting
- Quality Control
- Live Coaching (Spy, Whisper, Collaborate)
- Many More Features & an Open API.

18.) 
Intelligent Contacts, Inc

Intelligent Contact Center Suite
The Intelligent Contact Center harnesses the power of machine learning and predictive analytics to substantially increase agent productivity when compared to manually dialing.
Key ROI metrics:
• 4 predictive algorithms cut agent idle time in half and deliver right party contacts with fewer dropped calls
• Answering Machine Detection rates averaging 85-92%
• Unified Communication (calling, voicemail messaging, SMS, email, chat) that reduces operational costs through personalized automation and preferred channel delivery.
Core features
• 100% TCPA-compliant auto dialer platform
• Unlimited line capacity and instant scalability
• Call recording and data storage (included)
• No agent s...
(read more)
PH: 1 800 214-7490

19.) 
Lieber & Associates

Technology Acquisition Consulting
L&A provides vendor-independent counsel to select, contract for, design, test, and implement cloud and premise-based systems. The firm has experience with all major vendors and many smaller ones. Lieber & Associates' technology consultants are contact center systems specialists with several decades of experience each.
PH: +1-773-325-0608

20.) 
LiveXchange

LiveXchange is an online turnkey service designed to equip your corporation with the means to successfully develop and operate your own remote enabled contact center.
 
Page: 123



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