Innovating with IVR

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IVR is still the workhorse in the contact center, with clear and proven value propositions like cost reduction through automation, or 24/7 availability of information. Well-designed IVR can work hand-in-hand with agents in the contact center, and ensure a smooth handover from digital channels such …

No Service Is The New Service: Bots, VRM and Delegating To Myself

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I make jokes regularly in the office about how I’m going to use Aspect’s interactive text response and natural language understanding platform to build an AlyxBot that will attend meetings for me and report back. (If any of my coworkers are reading this and feel …

Customer Case Study: Pharos Innovations Makes Inroads in Preventing Readmission

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Patients operate under the assumption that healthcare providers will give them the best possible care available. However, requirements under the Affordable Care Act (ACA) are elevating expectations for better patient experiences as well. Under the ACA, healthcare providers are incentivized to move from a fee-for-service …