What is VIP call routing
November 14, 2023
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VIP call routing, also known as VIP routing or priority-based routing, is a telephony system that prioritizes incoming calls based on predefined criteria. It’s a
Tag: ivr
Why are businesses still investing in IVR systems?
March 8, 2023
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If you follow customer service trends, you’ll notice that even though consumers consistently report low satisfaction with the technology, the market for IVR systems continues
What is the Full Cost of Bad Customer Experience?
March 18, 2022
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Poor customer service has a measurable impact on a business’s bottom line. In fact, 32% of customers would stop dealing with a brand after one
What is an Automatic Callback?
October 12, 2021
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Who enjoys calling a company and waiting forever on hold? No one! Absolutely everybody hates wasting their time this way. Automatic callback, (AKA “virtual queuing”)
What is Conversational AI?
September 1, 2021
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In this post: What is conversational AI? How does conversational AI work? What are the benefits of conversational AI? How do businesses use conversational AI?
Omnichannel vs. Multichannel: How And Why You’ll Switch.
August 5, 2021
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Once upon a time, setting up customer services meant providing a phone number. And maybe a postal address for actual paper letters. For a
What is Expected Wait Time? (EWT)
July 28, 2021
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Expected Wait Time (EWT) is the length of time a customer has to wait in the queue before an agent answers. However, it’s not quite
Call Routing – How to Get Customers Where They Need to Be
July 22, 2021
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In this post: Refresher! What is call routing? The BIG call routing benefits are… How to personalize with dynamic routing Is dynamic call routing good
IVR Solutions Are Idiots Without Context. Let’s Give Them Context.
September 17, 2020
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In this post: Why are IVR solutions idiots? How do IVRs create problems? What’s the *solution* for IVR solutions? What are the benefits of integration?
What’s TTS Doing for Contact Centers? (Why we Love Text-to-Speech!)
September 10, 2020
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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
