A lot has been going on in the interactive voice response (IVR) space. From new releases to the latest trends and insights, this is where you’ll find all of the most interesting IVR-related news of the week!
This week, to better simplify the process of status and location verification, Abaqus Inc., a provider of cloud-based mobile workforce and asset management solutions, decided to augment its bizMessage enterprise SMS service by adding a new geo-tagged IVR feature – myGeoTracking. The new augmented service will provide mobile check-in/check-out for field employees, as well as ad-hoc opt-in/opt-out controls, worker accountability and HOS data over any cell phone.
“Abaqus’ myGeoTracking applications have helped us comply with tracking & reporting requirements for our USG business,” raved CEO of Piedmont Logistics, Inc., Jeff Linville. “As our driver pool is mostly comprised of contract employees, it is important for them to be able to control their opt-in / opt-out process and start / stop their trip tracking right at the beginning and end of their mail delivery trips. This level of fine-grained control is another step-up in the overall efficiency of our fleet operation.”
Also this week, Plum Voice divulged some nifty tips on how to stay on track by using IVR for call center recruitment. By using IVR, call center companies can “cut some of the legwork out of the hiring process,” as explained by TMC’s (News - Alert) Tracey Schelmetic. She added, “By automating the process – at least the early stages of it – hiring companies can simplify and standardize submittals and early-round assessments, as well as effectively combine the application and phone interview steps into one.”
By having potential candidates call into the IVR, the system is able to walk them through the application process, as well as get an idea of how the applicant sounds over the phone and how strong their verbal skills are. Essentially, the process allows recruiters to kill two important birds with one stone.
Rounding up this week is news of the role IVR plays in the Latin American call center industry as depicted in a recent Frost & Sullivan report, which found that the applications market – covering value-adds such as IVR in the Southern Cone and Andean regions – is expected to grow 9.8 percent. Additionally, it is looking to grow 10.3 percent respectively until 2018.
"Market expansion in Latin America will lead to substantial contact center application development to ensure efficient customer interaction," explained Frost & Sullivan (News - Alert) Research Analyst Martin Ramirez, in a statement. "Proactive tools will also be in high demand as contact centers will be focusing on business intelligence in order to implement a personalized approach to customer relationships."
That’s going to do it this week for the latest news in the IVR space. To see what’s new next week, be sure to check back in same time, same place – only here at TMCnet.
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