Businesses have been adopting IVR, or interactive voice response, in droves since its introduction. The automation helps them reduce cost and enhance services. However, as they have found to...
As long as voice traffic was confined to PSTN channels everything was fine from security and confidentiality viewpoints. The shift to VoIP networks using the internet for communications has...
Self-service is a buzz word in customer experience these days. It is far better for customers to carry out some operations on their own instead of having to rely...
The interactive voice response or IVR system is the reason why millions of banking customers receive the information they are looking over a phone call, after being guided to...
Simple interactive voice response are in wide use but are mostly specific or vague but there is a new kid on the block that redefines the way IVRs work...
Contact centers must fulfill a variety of customer support functions. Quality of service depends on the people manning the contact center as well as the software. Legacy phone line...
VoIP service providers may assume that implementation of class 4 and class 5 softswitches is all they need to deliver VoIP services to clients. In a way this is...
IVR can be frustrating from the customer’s perspective, even more so if it is the static standalone type. Most people would rather dial a number and speak to a...
Modern businesses are used to accepting payment by credit card or debit card. Payment processing helps ease the burden on the customer of having to carry cash and for...
Advances in open sources drive software development that, in turn, drives user expectations to higher levels. It is no different in call centers. Competition is driving call centers to...