Enghouse Interactive has partnered with ContactBabel to bring you the 2012 ContactBabel Decision Makers’ Guide. The following is an excerpt from the Guide discussing Customer Interaction Analytics. The term Customer Interaction Analytics refers to the analysis of all interactions between contact centers and customers, whether that interaction was via telephone, email, a web chat session, or even [...]
Have you ever wondered about the people that record the voice of your IVR and other systems? What do they do when they’re not standing behind the microphone?
Enghouse Interactive’s Media Voice Studios has a talented group of professionals who are ready to help bring life to your company’s persona.
Exacta Weather, a non-profit organisation of meteorological experts, are stating (with very little ambiguity!) that we can expect prolonged sub-zero conditions AND extreme snowfall in this winter across the UK. So wrap up warm! Many contact centres were hit hard by the unexpectedly treacherous winters over the last couple of years. Most of them also [...]
In an effort to optimize the customer experience, Metro Bank chose to implement Syntellect Communications Portal (SCP) as their interactive voice response (IVR) platform. As a start-up organization, Metro Bank sought a solution that supports strong authentication technologies, and that would flexibly scale with their business needs.
North Shore Credit Union selected Syntellect Communications Portal (SCP) for their IVR platform. With comprehensive support for industry standards, SCP enables NSCU to leverage its investment in Temenos banking software while also offering flexibility for future business growth.
You and your captive audience deserve better than bread and water!
If your call center is like most call centers, your customers spend some time on hold waiting for a company representative. And likely, your customer’s hold experience is similar to sitting in the dentist’s office… that bland classical music played while waiting for your turn. However, have you noticed that waiting rooms for dentist or doctor offices has changed? Now you get a television with infomercials that entertain, inform and even attempt to sell while you wait. Why don’t call centers do the same with their hold system?
Syntellect, Inc., an industry leader in contact center and self-service technology, today announced the upcoming release of Syntellect Customer Interaction Management (CIM) version 8.0 from its award winning line of customer interaction solutions. Syntellect CIM version 8.0 includes a number of new product enhancements, including: * New auditing feature helps ensure compliance and logs a [...]
I’m always fascinated by the number of companies who “set it and forget it” when it comes to their IVR systems. For many of these companies, the IVR is the only piece of technology that touches every customer. Yet, somehow it becomes a forgotten system. I can’t tell you how many IVR systems I’ve seen [...]
So what do bed bugs have to do with IVR technologies? Well, in the world of Interactive Voice Response (IVR) software development, we talk about “bugs” as errors in the code. And if your organization is in the business of writing IVR applications, it has undoubtedly experienced being bitten by “application bugs.” And like bed bugs, unless you proactively look for them, you might not know they’re there, they are usually hard to find, and once you have them, it is not cheap to get rid of them.
Video calling and messaging is no longer the future for today’s mobile consumers. Sprint and T-Mobile are offering video through their Qik video calling service and AT&T offers Apple’s FaceTime. Advanced video features are becoming increasingly common on other 3G handsets and SIP telephones.
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