In this post: What is TTS? Why does TTS matter in a contact center? What are the benefits of using TTS? What you should know
Post summary: The cornerstone of customer loyalty is great service. Automate wherever you can and focus on pleasing customers instead of trapping them. Create a
In this post: What is conversational IVR service? How does conversational IVR service save money? Conclusion It’s risky, being an early adopter. But Delta Air
Getting too many calls is one of the biggest threats to the contact center. Very high call volume damages customer experience, puts strain on agents
A modern conversational IVR uses two important components to ‘listen’ to callers. Natural Language Processing (NLP) and Natural Language Understanding (NLU) have distinct roles –
In this post: What is conversational IVR? Conversational IVR services – why now? How conversational IVR ‘solves’ IVR Why modern IVR systems perform better What
If you want to reduce call volume, improve CX, and make life easier for agents – FCR is almost certainly the place to start. First
If there’s one industry that can benefit from automation in a big way – it’s the contact center industry. So why do so many contact
When it comes to IVR, contact centers walk a fine line. On the one hand, it can be one of the fastest, cheapest and most
What actually happens when your customer abandons a call? Do they just… solve their own problem? Somehow I doubt it. Best case scenario? They call
