Interactions Blog

For many in attendance at FinovateSpring 2014 in San Jose watching the Interactions demo, the “Aha!” moment came when the virtual agent began speaking flawless Spanish.

We’re thrilled to announce today that we’ve been nominated for the 2014 SPIFFY Ground Breaker Award for Engineering Excellence! The SPIFFY Award nominees are selected by the Telecom Council’s Service Provider Forum and recognize companies that stand out for their innovation in the Telecommunications industry.

New research indicates that traditional speech-based self-service over the phone can fail up to 48% of the time a customer speaks. That means if you’re using a speech IVR and paying on a consumption basis – you could be paying double for the value you are receiving. That’s like paying for a Corvette and getting a Focus.

The best and most consumer friendly Interactive Voice Response (IVR) systems save callers time by easily answering the questions most frequently asked, and by connecting callers with the best available agent for more complex inquiries. The problem is, most IVRs simply don’t do this well. Consumers call the companies with whom they do business to get something done.

Guest Blog by Jeff Kirchick, VP Enterprise Sales, NextCaller. If you’re anything like me, you don’t spend too much time looking for the answer to your question online because it is time-consuming, tedious, and sometimes painful. Oftentimes, in looking for the answer to your question online, you just come up with more questions.