Remember the old days when a day or two before your scheduled doctor’s appointment you’d receive a phone call from a person confirming your appointment? The reminder calls still happen, but more frequently than not, the calls are automated. It’s no secret that I don’t …
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IVR
Shoppers see the benefits of self-service, but human interaction remains essential
Technology is becoming ever more prevalent in our daily shopping experiences, from in-store computer screens, to chatbots in the online channel. Despite the convenience of these methods however, there remains a strong desire amongst consumers to retain a distinct human element in the customer experience.
This …
Improve Your IVR, Improve the Customer Experience
I’m lucky enough to live in a warm part of the country. Thanks to a certain mouse, it’s a convention and meeting mecca. This time of year is especially popular for companies in the Midwest who are in the midst of a never-ending winter. A …
Your IVR Doesn’t Have to Suck
Given the growing customer preference for solving problems on their own, you’d expect consumers to like interactive voice response, or IVR — the first generation of self-service technology. They don’t. Why? Because IVRs suck, well at least the way they’re implemented sucks.
In the 2017 Aspect …
Celebrate International Coffee Day with Us and Perk Up Your CX
Did you know that today is International Coffee Day? Add some pep to your step (and your IVR) with our new Coffee Break web series, Modern IVR: Perk Up Your CX. When you register, you’ll receive one ultra-focused 10 minute session directly to your inbox …
How The General Meets the Needs of Their Customers Using Aspect CXP
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I’m sure you’ve heard the jingle for The General. It’s boot camp-style cadence is pretty darn catchy. But there’s actually more to it than that. The …
CXP 17: Creating a More Human-Friendly IVR
In the previous parts of our 3-part series on the new features of Aspect CXP 17, you learned:
how the new CX Designer interface opens IVR and chatbot development and maintenance to not-so-technical staff
how the newly designed NLU scripting language makes your chatbots much more artificially …
CXP 17: Using CX Designer for Omni-Channel Self-Service Application Creation
Application development is all about flexibility, so an Integrated Development Environment (IDE), a software application that provides comprehensive facilities to computer programmers for software development, needs to be many things to many people:
It needs to provide guidance to new users so they don’t get lost …
Are You Wasting Your Customers’ Time?
Seize the day. Life is short. Time is money. There are plenty of popular sayings that remind us just how precious every moment should be. And even if you’re living these maxims to the fullest in your own time, recent evidence suggests that many businesses …
Modern IVR – For when your Contact Center is just not ready yet for Chatbots and AI
IVR systems have been reliably reducing cost in the contact center for over 2 decades now. Yet, IVR has not exactly been a driver of engaging, productive, and pleasing customer experiences. Why? It’s in the design. You can have the best IVR platform in the …