User blogs

An IVR, or interactive voice response, is a kind of automated phone service that can have conversations with callers. The caller listens to the IVR calling system's menu, pushes the relevant keys on the phone in response to the prompts they hear, and the system processes their request. The caller's input is used by the IVR to determine the best course of action, which might be to offer the requested information or to route the call to a specific agent or division at the contact center.A call to anIVR calling systemis simply an incomi... more

It's crucial to have a cutting-edge, scalable global communications platform as governments all over the globe begin to welcome tourists once more.Even more so, McKinsey & Company predicts that a new era of travel is on the horizon. McKinsey recently published an essay in which they predicted two possible travel recovery paths, warning that "businesses that don't prepare themselves for the incoming surge of visitors risk losing out on important chances to recuperate losses incurred during the peak of the epidemic."In this post, w... more

Call centers are the hub of customer service, so they are always looking for ways to improve the service they give to customers. It's a way to not only make customers happier but also keep them coming back.To accomplish this task, call centers undertake several steps; this includes, providing training to call center agents, analyzing different metrics and implementing changes based on this data. But to find out if these steps are having the effect they're meant to have, it's important to do a survey and ask customers the same thing.I... more

Through Interactive Voice Response (IVR) technology, a customer and a computer can talk to each other using recorded voice and DTMF. It is a very important part of giving good, quick, cheap, and efficient customer service.It's a service called "cloud telephony," which is being used more and more by both small and large businesses to improve the customer experience and cut costs.IVR calling system is used in many different fields; it's no longer just for one industry. It is the best way to do this. Everyone wants to make their cu... more

Even though the IVR calling system is very big and has been around for a long time, not much thought is put into its structure and flow, and it is still not used to its full potential. In fact, a recent study found that telephony and IVR were the most frustrating ways for 32% of people to talk to customer service.Here are seven tips from our experts on how to improve yourIVR softwaremetrics and make your phone service better.1. Make as many changes as you can to the IVR.2. It shouldn't be a business goal to hide agents.3. Use IVR con... more