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IVR - TMCnet IVR Week in Review
June 02, 2012

TMCnet IVR Week in Review

By Tracey E. Schelmetic, TMCnet Contributor

For anyone who has ever had to deal with an IVR when they call into a customer service line – there may be some frustrating similarities in the experience you’ve had interacting with that IVR. From never ending menu trees, to not being able to get to a live person or even having to repeat information multiple times – it can seem like finding a company with an intuitive and user-friendly IVR is few and far between. Part of this can be attributed to that fact that businesses are using these IVRs to lower costs and keep customers happy – but finding the right balance can prove difficult if the right tools and strategies are not in place.

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One of the major trends in business optimization is Interactive Voice Response (IVR) systems. While IVR is not new, IVR has grown and developed to create brand new levels of efficiency with innovative features that enhance a business. Datatel Communications Inc., provider of PCI (News - Alert) compliant (IVR) Telephone Payments in the Cloud, unveiled on Friday that it is expanding relationships with credit card payment gateways to provide more choices to its clients.


The media has attempted to forecast what the future will hold for everyone. Specifically, when it comes to the contact center, what do you think is in store for the future? According to IVR Service Provider, inContact’s recent blog post, the winds of change are definitely blowing and the contact center of today is sure to be a relic in the future. 1to1 Media recently published a whitepaper entitled, “Building the Contact Center of the Future”, that forecasted the changes we can expect to see in contact centers in the next three to five years. The whitepaper’s findings took into account industry experts, leading contact center operators and analyst viewpoints.


Cloud communications services and IVR – Interactive Voice Response – systems alike have received a lot of press of late, in terms of what they're doing for sales calling and customer contact solutions, and as many utility companies are discovering, this level of automation, as generated by products like those offered by Interact, is opening up new opportunities for utilities to provide that same level of customer service and improve their operations--and bottom line--accordingly.


That's all the news in the world of IVR for this week. Enjoy the weekend!

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