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Article : Adaptive IVR: Our Side Is Greener

Jump the Fence


In business today, growth and performance increases are more than a goal - they are an expectation. Each year, every part of your business, from marketing to operations, is held to higher standards. Why shouldn’t they be? If you don’t perform, you must not be doing your job well. Today’s ever-evolving business climate demands the flexibility to turn on a dime, while delivering exceptional results. Yet, when it comes to Interactive Voice Response (IVR) technology, many enterprises keep the bar low.

Chances are, as long as your vendor meets its basic service level agreement and your system isn’t crashing too often, you’ll automatically renew your contract. But when was the last time you really reviewed your IVR system’s performance? We’re willing to bet that it’s been years, and it’s highly unlikely your IVR is performing better today than the day you turned it on. If the world stood still, that wouldn’t be a problem.

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We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

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Unfortunately, lackluster performance from your IVR is a drag not only for your customers, but for your bottom line as well. An inefficient, outdated and unsafe IVR can’t provide the kind of experience today’s customers expect, and that means every call drains more green from your business. If your IVR is slacking, it’s time to take a look at what today’s newest technology has to offer. Jump the fence and find out why the grass is greener with Adaptive IVR.


The Grass is Greener with Adaptive IVR


Adaptive IVR can run circles around older systems with outdated technology - and even around those that are advanced, but non-adaptive. This is a truly smart, cloud-based IVR that learns user behavior and adapts to their needs, creating a highly personalized experience customers love. With Adaptive IVR, calls are shorter because customers are able to achieve their goals with less effort.

Your callers want an easier, user-friendly experience. Streamlining call flows and improving automation gets them the service they want, all while lowering your costs. Adaptive IVR learns customer-specific behavior made over multiple calls, then, personalizes the call flow based on caller preferences and patterns. It actively remembers enterprise-authenticating factors and historical interactions, then, tailors personalized experiences to ensure your customers get their desired result efficiently. Pretty cool, hey?

Additionally, Adaptive IVR recognizes that not all callers are the same. Even anonymous customers get an individual experience, all based on how they respond in real-time. If a caller needs more time, they’ll get it instantly, while an advanced caller, who is familiar with your system, can breeze through faster voice prompts and scripts. Behavior-based personalization, created during each call, results in ease-of-use, reduced frustration, and more timely issue resolutions so customers don’t bounce to an agent unnecessarily.

When your customers self-serve more often, it results in fewer transfers to live agents, ultimately reducing your costs. Adaptive IVR helps you nurture customer relationships by providing customer service that is a cut above the rest. That’s why the grass is greener on the adaptive side.


Performance Insights


You know that if you can’t keep finding ways to improve performance, your bottom line isn’t safe. And what’s unknown can suck the green right out of your profits faster than a blight will brown your lawn.

If you don’t understand exactly how customers are interacting with your IVR today, we’re here to help you. We use our business intelligence and advanced analytics to provide continuous improvement insights that lead to a better IVR performance year after year. And with better performance, come greater savings that grow like compound interest. In fact, many customers have saved an additional 50% over the life of their contract simply through continuous improvement.

Advanced analytics also help protect your customers from the looming threat of fraud, hanging like a dark raincloud over your business. Adaptive Fraud Prevention analyzes callers for suspicious activity and flags it, so you can take action before accounts are compromised.


About Mark Clark:
As Director of Solutions Marketing, Mark Clark helps Contact Solutions grow its business by delivering differentiated value to its customers. Mark has an extensive background in B2B tech marketing and product management for enterprise software firms where he has helped these companies achieve rapid growth. He has MBA/BSEE degrees and holds a patent for specialized message routing.

About Verint:
Company LogoVerint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - mission-critical insights for achieving strategic goals. Verint solutions are used in global and diverse markets, including: governments, law enforcement, and transportation; global corporations and financial institutions; retail and gaming establishments; and telecommunications and utility providers.
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Today's Tip of the Day - Attention To Detail

Read today's tip or listen to it on podcast.

Published: Friday, March 6, 2015

Printer Friendly Version Printer friendly version

2022 Buyers Guide IVR

 
1.) 
Premium Listing
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.


2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

8.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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