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IVR Community

The latest news from the IVR Online Community. Sponsored by Plum Voice. Powered by TMCnet.

Feature Articles

Last week, a key focus on this IVR channel was Plum Voice’s two customer scenarios that play a part in considering Interactive Voice Response (IVR) technology. The two scenarios – they either work for or against the company’s brand image and thus, the bottom line. The last place a company wants to be is in a position where the technology put in place to improve the customer experience is in actuality having the opposite effect.

When seeking the perfect interactive voice response (IVR) system, something that should be especially important is visual application mapping. Visual analysis and reporting have become increasingly vital to preserving and strengthening your IVR’s efficiency. By implementing visually intuitive mapping, you will be able to improve the customer experience by improving service delivery and gaining better insight into productions.

While machine translation from one foreign language to another has come a long way in the last decade, until recently, it hasn't done two things well: It hasn't been instant, and it hasn't worked well for spoken language, since the results often sounded robotic. According to Microsoft, however, it has overcome these barriers.

Nowadays, many contact centers purchase their critical technology solutions not as physical software, but in a software-as-a-service (SaaS (News - Alert)) format, meaning another company hosts the solution and you access it via the Internet. One of the earlier fears of using SaaS solutions in the contact center was that uptime would not be robust enough. While that has generally not proven to be true – in many cases, such as during disaster recovery, the SaaS model has proven itself to be more reliable – this doesn’t mean contact centers should embark on using solutions without pre-defined service level agreements (SLAs) with technology providers.

Avis Budget Group, the combined holding of the two largest rental car companies in the world, has launched a new voice recognition system that will assist customers throughout their reservation making experience. The near six billion dollar car rental conglomerate is attempting to speed up the process of renting a car by using voice prompts, instead of holding and speaking to an agent.

Recently, Plum Voice blogged about the two clear-cut customer scenarios that come into play considering interactive voice response (IVR) technology, citing Justin Lemrow of CRM Magazine, who essentially says that IVR applications are pretty black and white in that they either work in favor of or against your company's brand image and bottom line. Clearly, the last place you want to be is on the latter half of this heavy accusation.

To the casual customer, it may seem like few has changed when their call reaches a call center, but just like everything else in this world, things do change - including what is likely considered one of our least favorite customer experiences.

As the Election Day excitement is slowly starting to ware and as President Obama settles into his re-election, the Republican Party is wondering what the heck went wrong with the technology they used to push Mitt Romney to the White House. Of all things, the concern over lost votes and overexerted efforts this year are serving as examples of the importance of selecting the right interactive voice response (IVR) software.

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