Routing is an important topic that drives the success or failure of speech-enabled applications, frequently more than the apps do themselves. All IVR applications fall into one of four high-level functional groups: authentication (I am this person); information request (what’s my checking balance; where is my package?); action (change password; refill prescription); and caller intent […]
The 2015 Customer Experience Shift
As we move further into 2015, there are three important trends in customer care to watch closely. These incredible shifts will cause a dramatic disruption in the way we serve our increasingly demanding customers. Over the past few years, we’ve seen the importance of customer care dramatically elevate. We’re also seeing the next wave of […]
The Interface of Things: A Universal Remote for Your Life
When was the last time you tried to use the speech recognition feature on your phone or in your car? Maybe it was to ask your GPS program for directions, to place a call without taking your eyes off of the road or to check on traffic ahead. Did it work? If your experience is […]
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Putting the “I” in IVR with Virtual Assistants
There are countless reasons for calling customer service centers. Perhaps a phone line has static, or cable service is out, or a new customer needs help with WiFi (News – Alert) settings, or a scheduled appointment needs to be changed, or maybe Mom ordered the wrong size Halloween costume and needs to quickly exchange it. […]
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CEO Interview: Mike Iacobucci of Interactions
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. The demo was already impressive, with murmurs of appreciation from the audience as the seamless call and response back and forth between the presenter and the Interactions virtual agent […]
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Interactions nominated for Telecom Council 2014 SPIFFY Award
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. The Ground Breaker Award is offered to the company that […]
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Optimize Vendor-Customer Relationships Through Success-Based Pricing
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 […]
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The 2 Step Guide to Fixing Containment
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 […]
5 Reasons Why Your Customers Want to Talk to a Human
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. I will […]
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