It can seem like no one loves talking by phone these days. Instant messaging has changed the way people communicate, and as phone communication was always a challenge for introverted people, it looks like this way of communicating is losing its positions. Nonetheless, when it comes to customer issues resolution, there is no better way… Read More »
BJ’s Wholesale Club has released its new automated voice assistant that is going to support buyers. The new service is focused on older buyers, who often reject new technological solutions so it is aimed at replacing “robotic” IVR experience with first-class AI conversational service. New solution was designed and produced by Everise, a well-known developer… Read More »
Artificial intelligence makes many aspects of your contact center smarter today: it helps locate conversations in quality monitoring solutions, and it helps build better, more intelligence schedules. In some cases, it even drives customer chat, either handling chat responses entirely or guiding human agents to finding better answers more quickly. So why shouldn’t it add… Read More »
The term “interactive voice response” (IVR) usually doesn’t include the word “visual” as it sounds somewhat out of place in this context. The first impression of an IVR system is that it is an audio-only tool, but in fact, adding visual content to the process can be very useful, particularly for mobile phones. This is… Read More »
Interactive voice response (IVR) systems are the first point of contact when a customer calls a contact center. However, today’s IVR capabilities extend to much deeper processes than just routing calls to the proper communication channels. Such systems are unique assistants for contact center managers to improve the quality of customer service. In particular, the… Read More »