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USAN
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The Omni-Channel Customer Engagement Company
The Omni-Channel Customer Engagement Company

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Check out our latest webcast on the state of customer self-service.
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USAN Announces Availability of Visual IVR for #AmazonConnect on #AWSMarketplace # http://ow.ly/6Goo30g4KtL
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USAN Announces Availability of Visual IVR for #AmazonConnect on #AWSMarketplace # http://ow.ly/6Goo30g4KtL
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As the original self-service tool, IVR technology has long been a cost savings mechanism. Unfortunately, many organizations today don’t realize that their antiquated IVR solution is actually driving up contact center costs because the options are so limited and the containment rate is so low. So, what can a new IVR do for you? Plenty. Here are just a handful of the many cost saving opportunities that can be realized when you replace your IVR.

IVR technology hasn’t stood still. Advanced features and capabilities address rising customer expectations. Conveniently, they also reduce your costs. Take, for example, a capability that isn’t exactly brand new but that has evaded widespread adoption, virtual queuing and call back functionality. Giving customers the option to be called back rather than wait on hold addresses one of the top complaints customers have about customer service queues: it wastes their time. And by calling customers back, the contact center reduces toll-free costs since virtual queuing doesn’t incur telephone charges.

Conversational IVR is another example of advanced IVR functionality. Handling simple queries and transactions via speech recognition software helps you resolve these tasks faster (and for the customer, more naturally) than through a touchtone IVR menu. While older voice-based applications can cause customer frustration, today’s speech recognition capabilities have advanced by leaps and bounds. In addition, the rise of speech recognition software on smartphones has increased customers’ comfort with the technology.

Contact centers must walk a narrow line between streamlining IVR menus and offering enough options to prevent customers from zeroing-out to request a customer service agent. Visual IVR helps address this problem.
ContactBabel reports, “Because it is far quicker to read text than to listen to text being spoken – some studies show that a caller can navigate a visual IVR menu between four and five times quicker than a DTMF IVR menu – the customer experience is improved without sacrificing any functionality or options.” As a result, visual IVR can reduce your costs “through improved call avoidance and more accurate routing, improving first contact resolution and decreasing call transfer rates.”

Contact centers can also offset costs by increasing revenue through upselling or cross-selling. For instance, if you know that a customer is eligible for an increase in a line of credit or that a major life event is coming up, you can use hold times to present related offers to customers. These revenue-generating opportunities are possible with a modern IVR that leverages a context store. The context store is a data repository that holds information pertaining to your customers’ interactions. You can configure the IVR to query the context store after a customer is authenticated, and then generate an applicable offer.
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The context store also enables you to personalize your customer’s IVR experience by proactively identifying the customer’s need. If the customer’s last interaction was to make a deposit, you might conclude that the customer is calling to confirm whether the check cleared and offer that information automatically, once again reducing call times.

The role of the IVR in the contact center has always been to reduce costs, and advances in IVR technology enable it to continue to do so. If your contact center costs are increasing or your IVR is lacking these features and capabilities, it may be time to declare your current IVR dead and look for its replacement. Would you like to learn more? Contact us today.
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IVR is Dead? No, IVR is Here To Stay! http://ow.ly/FnVH30eltyK
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Some folks in the contact center industry would have you believe that IVR technology is dead. Perhaps you agree, based on your own high opt-out rates and low customer satisfaction scores. In reality, the saying couldn’t be further from the truth. Advancements in IVR are ensuring the technology’s role in the modern contact center.
The customer service industry has evolved rapidly over the last ten years or so, and much of the industry’s attention has been on the shiny and new: omnichannel, personalization, web self-service and most recently, Artificial Intelligence. But this same innovation applies to IVR. Providers have evolved their offerings, delivering new features and capabilities that help address current customer service trends. Here are some of the recent advancements in IVR technology that could benefit your contact center – and your customers.
Central context store
Now you can put all that customer data you collect to good use. Modern IVRs allow you to execute sophisticated rules against a context store to determine how to handle specific calls. The context store is a central data repository that stores recent customer interaction steps/actions from multiple channels. These steps/actions are granular in time and detail and allow you to make just in time decisions based on the customer’s past interactions and behavior.
New ways to interact with the IVR
Say good-bye to numeric menu options. Customers today can engage with the IVR in a more intuitive and natural way. Speech recognition has advanced to the extent that conversational IVR is a viable option, and visual IVR allows customers to engage through a graphical interface on their mobile device.
Fraud prevention capabilities
Telephony-based fraud remains a real risk for contact centers, but call detail records hold valuable clues that can help prevent fraud – if you can find them. A modern IVR can analyze call detail records based on rules and flag details that are indicative of suspicious or fraudulent activity.
Analytic dashboards
The ability to measure key performance indicators (KPIs) like call abandonment and IVR containment are key to improving customer satisfaction scores. After all, how do you know what to fix if you don’t know what’s broken? Today’s IVR solutions not only provide analytics pertaining to IVR utilization, they also enable you to drill down into specific IVR interactions to perform root cause analysis and improve upon those KPIs.
Flexible options
Contact centers today have more options for their IVR than ever before. Advanced integration capabilities mean that you no longer have to use your ACD provider’s IVR offering. Instead, you can use (and integrate) any IVR that best fits your needs. You also have additional deployment options that can help reduce costs. Secure cloud hosting eliminates the capital expense of running an IVR on-premises while reducing operational expenses associated with ongoing management of the technology.
With these advancements in IVR, the question that remains isn’t whether IVR is dead – but whether your IVR is dead. If your IVR technology is missing any of these features or capabilities, it may be time to replace. Would you like to learn more? Contact us today. http://ow.ly/xc8w30elrbQ
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When is it time to upgrade your IVR? http://ow.ly/PCGl30e5xeX
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Introduction to Customer Journey Mapping for Omnichannel Customer Engagement http://ow.ly/PkWK30bWMMw
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